IT Consultant International Centre for AIDS Care & Treatment Program (ICAP)

ICAP at Columbia University is an international, non-profit organization situated at the Columbia University in New York. ICAP is Empowering Health around the World and works in over 30 countries, including Zambia. Together with our partners—Ministries of Health, large multilaterals, health care providers, and patients—we support comprehensive, family-focused HIV services and high-performing health system strengthening initiatives that provide quality and affordable health care. And by enhancing health information systems, improving quality, and developing human resources for health, we build capacity and efficiency in the world’s most challenging, resource-limited settings.

ICAP Zambia hereby seeks to engage an IT service provider for regarding the following:

Scope of the engagement

IT Service Provider is expected to use expectable best practice to ensure quality IT service is provided to ICAP staff. In addressing the assignment objective, the service will involve but not limited to the following tasks:

1. Deployment, Configuration, and change management

• LAN and wireless network
• Software installation and configuration
• Laptop configurations and remote assist for staff
• Printer and scanner installation, configuration, and troubleshooting
• Mobile phone and hotspot set up
• Windows 2021 R2 server

All configurations must be completed as per ICAP SOPS and acceptable best practice. Acceptable change management procedure must be established, and related configuration documentations properly maintained.

2. Incident and problem management

• Establish or setup system for user incidence and request management – helpdesk.
• Establish escalation procedures
• Receive, document, prioritize support request services using automated helpdesk system
• Resolve service requests using acceptable best practices.

3. Availability Management

• Develop backup and Disaster recovery planning.
• Configuration, testing and executions

4. Supplier and Capacity Management

• Enforce monitoring of internet utilization through installation and configuration of devices to help easily monitoring and controlling internet speed and enforce service level agreements for internet services.
• Estimate required IT resource capacity for office equipment to optimally function by estimating and forecast IT resources requirements including internet bandwidth.

5. Procurement Support

• Provide advice and recommendations for IT procurements of equipment and services and including specifications.
• Research and provide guidance on adoption and usage of on new technologies locally available to improve productivity.

6. End user support

• Email configuration with support from MSPH
• Provide trainings as part of end user support
• End-user hardware and software (Microsoft Office 365, Microsoft Windows Operating Systems, Android etc.) support to enable them to make use of available tools for maximum productivity

7. Governance and Security guidance

• Advise management on local ICT laws and policies changes
• Providers’ staff to observe ICAP IT Security, Procurement, and other Policies in executing their duties.

Key Outputs and Deliverables

The IT Service Provider will be expected to deliver the following:

1. Proposed work plan outlining milestones and listing of all the activities to be undertaken.

2. List of personnel with their qualifications, experiences, and references (if applicable)

3. List of organization applicable policies and guidelines

4. Monthly report listing received service requests (incidents and end-user supports) and resolution timeline

5. Monthly report listing configurations and change management requests and accomplishment timeline.

6. Semi-annual detailing milestones and accomplished outputs covering among other areas identified risks and proposed or implemented mitigations measures, resource utilization and forecast.

7. A detailed company profile

8. Registration Documents including documentation of eligibility to undertake the business they are in and should include:

• Physical Business Address, Business Contact Details
• Valid and current Tax Registration and Tax Clearance
• TPIN Registration Certificate
• Valid Company Registration Certificate
• At least 3 months’ latest bank Statement
• Proof of past and current trade references (minimum of 5 references)
• Payment terms

CONDITIONS

1. ICAP shall undertake the preliminary evaluation and only successful organizations will be notified.

2. Current suppliers and contractors must re-apply