CISSA

IT Help Desk

Description of Service (Scope of work)

Network support

CISSA will provide following services (collectively, the “Services”):

  • Standard DeskSide Support (DSS)
  • Hands and Eyes Support (H&E)
  • Break-Fix Support (Hardware Repair)
  • Monthly Reporting

 

  • Standard DeskSide Support (DSS)

Desk Side support includes all tickets for local fault finding, both for hardware and software problems. Primary Services in Scope

-Client – Desk Side Support

-Client – IT Priority On-site Support (VIP Support)

 

Out of scope: Hardware or Software failures caused by inappropriate use, for example; modifications not performed or authorized by hardware vendor, abuse, negligence, accident, loss or damage in transit, fire or water damage and/or electrical disturbances are excluded from the technical support service.

 

  • Hands and Eyes Support (H&E)

Hands and Eyes tickets are dispatched to onsite support personnel to support the action one of the following groups:

– Network Group

Hands & Eyes means that the engineer will act as the “onsite arm” of an expert person who will drive him remotely, via telephone.

 

These tasks can include:

  • View the physical status of network equipment.
  • Reset, restart or perform basic configurations of network equipment on behalf and under the guidance of Network Tower Second line support
  • Coordination with third party vendors in case of any Server and Network hardware break-fix requirement

 

  • Break-Fix Support (Hardware Repair)

A failed hardware is an asset, or part of an asset that is out of order by any reason and that cannot be solved by Support Engineer. The onsite Support personnel will perform coordination with HP, IBM or dell vendors or third party vendors with the assistance.

 

  • IMACD & PC Refresh support (Installation, Move, Addition and Change, Disposal, Refresh).

This service provides for install, move, add and change, decommission and PC refresh. Installation includes both planned (refresh) and unplanned (ad-hoc request by) PC installation.

 

  • Monthly Reporting

CISSA will prepare monthly reports on the total number of cases received per month, as well as the case summary and time taken to resolve each case. This is to enable UN WOMEN to track case completion status.  Report will be including following items:

Total Number of Issues

  • Average time of resolution of Incident
  • Classification of Issues per equipment category (for equipment supplied by Vendor/Service Provider)

 

  • Additional Services in Scope
  1. Initial Printer troubleshoot and notify vendor (toner replacement and disposal service is out of scope).
  2. Network Printer