RFQ_TOR_ Provision of external IT Service Provider

1. INTRODUCTION

This Terms of Reference (TOR) outlines the requirements and expectations for engaging an experienced IT service provider to join its team in Amman, Jordan. The selected provider will support the organization’s technology needs and ensure smooth IT operations. Subject to the availability of funds, the assignment is expected to last approximately 12 months.

2. SCOPE OF WORK

The tasks that the IT service provider should carry out include:

• Attend the monthly IT regional briefing organized by. ILO headquarters department of information technology

• Assign two user accounts for ILO: one as a Guest so the service provider can process his tasks and one as an administrative account to support the office’s needs and requirements, coordinating with the IT focal points in Jordan and the Regional Office.

• Assist users with technical issues and escalate complex problems to the Regional Office.

• Ensure security updates are deployed in a timely manner on all devices, including the ones not actively used.

• Review, with assistance from the Regional Office, device procurement needs during the yearly replacement exercise, when new staff joins, or when a Development Cooperation (DC) project starts.

• Track shipment, collect, unpack, and install new devices and accessories, and ensure new devices are assigned to the intended staff.

• Review and update device registration and allocation at least monthly.

• Retrieve, wipe, and remove older devices from the directory when replaced.

• Evaluate the Internet Service Provider’s performance and plan procurement activities in time for contract renewal.

• Comply with internal governance documents related to security for electronic information, end-user computing devices, and the use of email and the Internet in the ILO, as well as access to the knowledge base.

3. DETAILED TASKS

A. Relay information to and from the users support.

• Translate and/or explain ILO headquarters department of information technology email communication.
• Gather user feedback or request for change.
• Use, relay, and contribute to knowledge base articles on Confluence.

B. Handle requests for services and support from the users .

• Remind users of available self-help on the Service Portal.
• Process service requests or incident solving (when possible) via the Jira agent interface.
• With the Regional Office, support digitization efforts in Jordan office
• Support users with collaboration workspaces – Teams channels, SharePoint, etc.
• Escalate to RO IT or Service Desk when needed.
• Explain proposed solutions to users.

C. Manage IT equipment

• Regularly check Endpoint user and device Inventories to list laptops and mobiles.
• Maintain devices’ primary user information in the Endpoint manager at least monthly.
• Answer INFOTEC’s request for information
• Follow-up with equipment shipping and customs clearance using the equipment vendor’s bespoke dashboard
• Deliver laptops to users. Deploy & configure mobile devices.
• Request vendor support for failed computers and smartphones

D. Help with connectivity

• Monitor the local market for value for money.
• Keep track of the most significant incidents to evaluate the current provider with the help of the Mission Control dashboard.
• Engage with admin support for ISP contract renewal in accordance with the SOP published on the INFOTEC Intranet.
• Update INFOTEC information on the office plan and server room details on the INFOTEC/TMS workspace.
• Follow support guidance during network outages.
• Install equipment according to guidance provided by IT officers.

E. Help with security

• Engage with users about Cyber Security communication.
• Promote mandatory and optional IT security training and awareness programs detailed on the INFOTEC Intranet page.
• Create and maintain network accounts with AD Webform. Ensure staff AD accounts have their personnel number filled in and that non-staff accounts have all fields correctly documented.
• Assist users with authentication and MFA issues.
• Update and/or remove old systems. Review and clean up unnecessary devices from the Endpoint Manager at least monthly.
• Follow ISAS instructions when needed
• Remind users to request IT initiative before initiating a project, as the INFOTEC Intranet page explains.

F. Training

• The Regional IT officer or delegate provides three-day training in the duty station to give hands-on experience with managing Active Directory users, computers, groups, and Intune devices—familiarity with Jira Service Management.
• The IT Service provider must allow this assigned IT focal/support person to travel with the ILO for training when needed.

4. Duration and Timeline

• The service is expected to be available for 12 months and will renew, subject to fund availability, from 01 April 2025 to 31 March 2026.

5. Qualifications and experience

• Company Profile : The company has been operating as an IT support service provider for a minimum of 5 years.
• The company is legally registered in Jordan.
• Company is an authorized provider of / has certification/accreditation in (ISO/IEC 27001, ISO/IEC 20000, ITIL, SCO 2, Azure, AWS – Microsoft Enterprise 365, Oracle, etc.….)
• Support Person Profile :

1. Education :

• A bachelor’s degree in information technology, Computer Science, Engineering, or a related field.
• Advanced IT certifications (e.g., CompTIA, Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Associate (CCNA), or ITIL certification) are an added advantage.

1. Professional Experience:

• Minimum of 3-5 years of professional experience in IT service management, network administration, system support, or related fields.
• Proven experience working with IT infrastructure, including hardware, software, and networking systems.
• Prior experience working in international organizations, NGOs, or the public sector is an advantage.

1. Soft Skills

• Problem-Solving: Strong analytical and troubleshooting skills to identify and resolve technical issues efficiently.
• Communication : Excellent written and verbal communication skills in Arabic and English, with the ability to explain technical concepts to non-technical users.
• Time Management: Ability to manage multiple tasks and prioritize workloads effectively in a fast-paced environment.
• Teamwork and Collaboration: Strong interpersonal skills to collaborate with cross-functional teams, departments, and external vendors.
• Adaptability: Willingness to learn new technologies and adapt to changing IT environments and organizational needs.