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Tenders are invited for IT Support Services Part A Global Hub (UK) The section below details the main areas of responsibility covered under the ITT: 1. Service Desk On average, 250 tickets are logged each month, and the trend is that ticket volumes are decreasing. Most tickets are related to desktop issues and account administration. The ITT requirements include: Remote Service Desk team Onsite support for the Woking office, which is open 08:00am to 17:00pm, Tuesday to Thursday Log, triage, and resolve all calls, including Incidents, Service Requests, and Events Performance of all duties in accordance with ITIL best practice framework Same, or improved SLA targets Remote support - Same, or improved hours, which are currently 08:00am to 18:00pm, Mon to Fri, except public holidays Same, or improved out of hours support, which are currently 18:00pm to 8:00am, Mon to Fri, except public holidays All work recorded in the vendors Service Management tool that provides portal access to Plan staff Continual Service Improvement Plan to optimize services through efficiencies, identify cost savings, improve customer service, and ensure services meet current and future needs Where integration exists with Plans Global Infrastructure Team (documented below) it is expected that shared processes for change, configuration and release management will exist. Overall, CAB authority will be retained by Plan. 2. Desktop Support Desktop support services are varied, but responsibilities include: Resolution of all client software and hardware issues Log and manage Incidents that require escalation to a third party to resolve Resolution of functional queries relating to desktop applications, including, but not limited to Microsoft 365 services, MS Office, MS Project, MS Visio, MS Teams, Adobe Reader/Writer, Edge and Anti-virus. Providing support for all other desktop issues. Responding to and resolving Malware attacks. Running health checks on PCs. Responsible for all areas of the desktop and laptop build and maintenance process Defining and maintaining the standard models in use by Plan. o Currently there are a small number of different types of laptop/tablet/desktop devices in use o Plan will keep oversight of any future models provided Building and maintaining images so that laptops/tablets/desktops can be provisioned to a consistent build specification within agreed service level targets. o The standard build comprises Windows 11 (with Bitlocker enabled), M365 Office, Trend antivirus, Heimdal, VPN, Edge and Chrome. Installation of client software, including, but not limited to M365 products, SAP, SAP BPC, Adobe products, and a Treasury Management System Fixing, and replacing faulty equipment Setting up and issuing client devices Replacing equipment that is faulty or once it is end of life, as determined by Plans lifecycle policy Installing equipment to the desktop including attaching monitor arms to the desk, screens, patching to the LAN, and updating documentation. Building and deploying equipment (i.e. laptop, docking station, keyboard, mouse, monitor, etc.) for new employees Currently, equipment is procured through existing suppliers, often at very competitive charitable prices, and managed through Plans Procurement team that isnt part of this ITT. This includes: o Contract maintenance and negotiations. o Budget control. 3. Apple Mac Support Plan has approximately 10 Apple Macs and iPads that require the same services detailed in the above Desktop Support section. 4. Device Management Responsibilities include: Provide, deploy and administer a remote monitoring and management tool to all devices Management, support and administration including, but not limited to: o Remotely provision, deploy, configure and manage devices o Configure and deploy apps o Configure devices to meet security and health standards o Mobile Device Management o Proactively manage updates, patching and policies o Enforce policies on managed and unmanaged devices Resolution of all related issues Log and manage Incidents that require escalation to third parties for resolution 5. Local Area Network and Computer Room Support Management, support and administration of the GH Internet connection, Network (wired and wireless) and all associated devices and equipment Management, support and administration of all Network devices (including, but not limited to routers, WAPs, and switches) Management, support and administration of firewalls (including ruleset) Installation, configuration, management, support and administration of VPN to enable remote users to access local resources Management, support and administration of warranties Management, support and administration of security certificates Maintaining saved copies of configurations Management, support and administration of backups and backup procedures Perform backups of Network devices, as per agreed backup regime Installing, supporting and maintaining new Network devices (for example replacing end of life, or faulty devices) Ensuring that all Network equipment is maintained in accordance with the manufacturers guidelines and best practice recommendations Planning and implementing future developments to maintain health and security of the Network Create and maintain Network documentation Log and manage Incidents that require escalation to third parties for resolution (Including, but not limited to all Network devices, UPS, etc.) All network equipment is hosted in a dedicated room with secure access, and UPS. 6. Patch Management and upgrades Regular patching (critical, security, and recommended) of the client OS and MS Office Patching all devices (including Network), in accordance with Plans patching policy and manufacturers recommendations Deploying and upgrading software (for example upgrading MS Office to latest version), patches, and drivers, etc. on all devices (including clients and Network devices) in accordance with manufacturers recommendations and Plans policies, as well as Plans Global Technology Operations Standards Adhoc patching (for example to resolve an Incident). Management, administration, and support of patching policies using Heimdal, including: Configuring and maintaining Heimdal patching policies to ensure timely deployment of critical, security, and recommended updates across all endpoints. o Monitoring the status and compliance of client agents installed on devices to verify successful patch delivery and installation. o Troubleshooting and resolving issues related to Heimdal patch management, including agent connectivity, update failures, and reporting discrepancies. o Ensuring Heimdal patching activities align with Plans patching policy, manufacturers guidelines, and regulatory requirements. Documenting Heimdal patch management processes and maintaining up-to-date records of policy configurations and deployment results. 7. Maintenance window Patching of Network devices is performed during normal working hours on Mondays and Fridays. 8. Active Directory, Microsoft 365, and Okta Responsibilities include: Management, support and administration of (including creating/amending/deleting accounts, password resets, etc.) AD objects (users, computers, etc.), mailboxes, and groups in accordance with Plans policies and procedures Management, support and administration of O365 accounts Management, support and administration of Okta accounts Defining, creating and maintaining a logical OU structure and naming convention Ensuring users and objects have the correct permissions to carry out their work. This is based on a least privileges model. Amending or granting permissions upon request. Defining, creating and maintaining GPO settings. Resolution of all issues relating to GPOs, objects within the GH OU, mailboxes, and groups Quarterly audit and reporting to ensure all accounts are valid (for example no active Leaver accounts). Management and support of Plans Active Directory, M365 platform, domain controller environment, and Email Security service (i.e. spam and viruses filtering) is the responsibility of Plans Global Infrastructure Team, and is out of scope. 9. Mobile Devices Plan deploys approximately 40 mobile devices, including Android, iPhones and iPads. Responsibilities include: Set up, and configuration of mobile devices Configure, manage, support and administer mobile devices using Plans Mobile Device Management (MDM) tool Resolution of all issues relating to mobile devices and MDM Log and manage Incidents that require escalation to third parties for resolution 10. Asset Management Responsibilities include: Create and maintain IT hardware asset management procedures Track the status and location of all IT hardware assets throughout their lifecycle within an IT asset register Asset tagging equipment and controlling asset assignment Securely maintaining a buffer stock of equipment (i.e. laptops, keyboards, mice, docking stations and screens, to enable meeting the SLA for new starters) Securely maintaining a stock of loan laptops for adhoc requests and emergency use, such as break/fix requirements Decommissioning and disposal of equipment (including clients, peripherals, Network equipment, cables, power supplies, mobile devices, etc.) in accordance with Plans procedures Work with 3rd party disposal company to dispose of old/redundant equipment Perform quarterly stock checks 11. Security Performance of all duties in accordance with Plans policies, standards, and industry best practices Management, installation, support and administration of antivirus software installed on client devices in accordance with manufacturers best practice recommendations, so that all dev Tender Link : https://plan-international.org/calls-tender/
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