Scope of Services
The outsourced IT services will cover the following areas:
Network Services:
Management of local area networks (LAN), wide area networks (WAN), and remote access configurations.
Monitoring network performance, bandwidth, and availability.
Troubleshooting and resolving network issues (e.g., connectivity, firewall management).
Ensuring appropriate network security measures (VPNs, encryption, etc.).
User Support:
Providing first- and second-line support for users in all three office locations.
Helpdesk services (remote or on-site as necessary).
Resolving issues related to operating systems, applications, and user devices.
User account management and access rights administration.
Training for users on basic IT functions, tools, and security practices.
Hardware Installation and Support:
Installation, configuration, and maintenance of workstations, laptops, printers, and other necessary hardware devices.
Hardware upgrades and replacements as needed.
Ensuring proper inventory management and warranty tracking.
Cybersecurity:
Ensuring that firewalls, anti-virus software, and other security measures are in place and up to date.
Conducting regular security audits and vulnerability assessments.
Implementing backup and disaster recovery plans.
Geographical Locations
The IT services will be provided across three geographical locations:
Location 1: [Nairobi/Kenya/Kilimani Area]
Location 2: [Marsabit/Kenya/Off rd Postal Office]
Location 3: [Kismayo/Somalia/Allanley Village]
Remote support is expected for all locations, with the possibility of on-site support as needed.
Deliverables
The following deliverables are expected from the service provider:
Incident and problem management logs.
Network performance and uptime reports.
Documentation of all hardware installations and configurations.
Regular software and hardware updates.
Service Level Agreements (SLAs)
The service provider is required to meet the following SLAs:
Network Downtime: Minimal network downtime with prior communication.
User Support Response Times:
Priority 1 (Critical): 1 hour response time.
Priority 2 (Major): 2-hour response time.
Priority 3 (Minor): 3 hours response time.
Hardware Installation: Hardware installations to be completed within 1 business days.
Security Monitoring: Continuous monitoring of security systems with incident reporting
Applications must be sent by email to log.off.ke@secours-islamique.org to be received not later than 07/02/2025 with the subject “Technical and Financial Proposal for IT Services “
Apply via :
log.off.ke@secours-islamique.org
