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1. Introduction
The Purpose of this Request for Proposal (RFP) is to invite potential Suppliers (herein with
referred to as “Bidders”) to submit bids for ICT Managed ICT Support Services to Passenger
Rail Agency of South Africa (PRASA). The services are primarily for desktop and service
desk support yet inclusive of Business Analysis, Applications and Project Management on
an “as and when” required basis. The services will be required for a period of 36 months.
In line with one of the PRASA strategic objective Operational effectiveness, PRASA ICT aims
to achieve continuous ICT service improvement and customer focused ICT delivery. This
can be achieved through maximizing focus on core business processes and maximizing the
efficiency and effectiveness of PRASA ICT support services.
Definition: Provision of ICT Operations managed support services primarily at Prasa remote user sites
Required Services:
Desktop Support Service Desk Support ICT Security Application Testing and Quality Assurance - as and when Business Analysis - as and when Project Management - as and when
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2. Background
The Purpose of this Request for Proposal (RFP) is to invite potential Suppliers (herein with
referred to as “Bidders”) to submit bids for ICT Managed ICT Support Services to Passenger
Rail Agency of South Africa (PRASA). The services are primarily for desktop and service
desk support yet inclusive of Business Analysis, Applications and Project Management on
an “as and when” required basis. The services will be required for a period of 36 months.
In line with one of the PRASA strategic objective Operational effectiveness, PRASA ICT aims
to achieve continuous ICT service improvement and customer focused ICT delivery. This
can be achieved through maximizing focus on core business processes and maximizing the
efficiency and effectiveness of PRASA ICT support services.
To maximize the efficiency and effectiveness of ICT support within PRASA; corporate ICT
seeks to employ the services of an external credible ICT supplier(s) to provide desktop
support for MLPS (Main Line Passenger Service) and Autopax remote stations/sites on a
completely SLA and managed basis. The supplier(s) will be required to provide a similar
service to Prasa Corporate and Head Office from time to time in support of the current
Prasa ICT Team.
3. Business Requirements
3.1 Need
Provision of managed support services on a “fixed” basis in the areas of Desktop and Service
Desk support for remote sites and on an “as and when required” basis in the areas of business
analysis, project management, application testing and information security
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3.2 Scope
The bidding company is expected to provide PRASA ICT with managed support services around
the areas of Desktop and Help Desk, Business Analysis, Application Testing and Project
Management at Prasa Corporate, Subsidiary (Autopax and Intersite) and divisional (Prasarail,
Technical, Cres) head offices and remote train and bus operational sites (see annexure B) for a
period of thirty six (36) months. During the period of engagement the responsibilities will be
shared as follows: -
The responsibility to provide primarily; desktop support at MLPS and Autopax remote
sites nationally, see annexure B for actual sites and quantities of IT equipment to be
supported per station. The summary per Area/Region is as follows
Area
Region MLPS Number of POS
PC's
MLPS Number of Handhelds
Autopax Number of POS PC's
Autopax Number of Handhelds
Bloemfontein A 26 23 7 5
Eastern Cape 22 12 22 11
Western Cape 26 41 13 10
Pretoria B 26 25 27 14
Johannesburg 41 48 24 9
The bidder will be responsible for optimal desktop support at all PRASA corporate and
Head Office user sites (see annexure for site details).
o PRASA ICT personnel will be responsible for providing executive office (CEO’s and
related) support with the assistance of the bidder when required.
Where PRASA ICT does not possess the required specialized skill, the bidder will perform
the tasks as the primary lead shadowed by PRASA ICT personnel where applicable.
PRASA is by large a 24/7 service business therefore the supplier will be expected to
possess capacity to provide services on a 24/7 basis, with some combination of fully
time (normal working hours) and standby (After hours and weekends) arrangement.
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The supplier will be expected to manage its personnel and the decision of how many
personnel are required is the prerogative of the supplier based on agreed service levels.
The supplier will be expected to keep the skills of its personnel relevant to Prasa
technologies and their attitude in line with the expectation of PRASA ICT and its user
base.
PRASA ICT will agree and sign Service Levels with the supplier; failure to meet the
agreed service levels will lead to penalties and/or termination of the contract in
accordance with the agreement.
PRASA ICT will provide reasonable office accommodation to the suppliers’ personnel in
close proximity to the user base and the management office/desk.
The successful bidder will be expected to equip its personnel, assigned to work at
PRASA, with mobile phones and PRASA branded vehicles (where applicable) to enable
them to perform optimally.
The prime measure of success will be the ability to maintain service
availability/reliability and the achievement of service level agreement targets.
The successful bidder will be expected to perform preventative maintenance at remote
sites on a regular basis to reduce the failure rate
They will further be required to assist Prasa ICT adopt and maintain the ITIL framework
for service management
They will be required to maintain the service standards and quality in line with the
Auditor General requirements therefore may be required to assist in resolving audit
finding.
The bidder will be required to provide Business Analysis, Application Testing and Project
Management support on an “as and when” required basis
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3.3 Desktop and Help desk Support Service
Desktop Support Service refers to the hardware and Software support of the End-User Desktop
and includes:
Desktop/laptop/mobile computing hardware devices and associated system software;
Installs, Moves, Adds, Changes and Decommissioning (IMACD)
o Problem determination and Resolution
o End-User desk-side technical support
o Ensuring workstations comply with PRASA health and safety policies
IP Phones, attached voice logging/recording hardware and associated software
o Installs, Moves and Changes
o Level 1 support
o Break/Fix services
Network devices/equipment/cables/fiber in remote users’ offices
o Installs, Moves and Changes
o Level 1 support
o Break/Fix services
o Ensuring network equipment comply with PRASA health and safety policies
Network-attached printers, scanners, multi-functional devices and copiers that are
attached to the local-area network (LAN) (consumables are excluded);
Locally attached peripheral devices (e.g. personal printers and scanners, but excluding
consumables); and
Business productivity Software, utilities (e.g. security, management and general) and
PRASA applications that are part of -standard approved computing device image(s).
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Planning and providing end user training/induction on relevant ICT service support
process, new software, applications and hardware as part of change management and
user information
3.4 Remote Access
Remote Access Services: Remote Access Services include the installation and
configuration of PRASA-approved RAS Software on computing devices for End-Users
who are operating from mobile, remote, and home locations (e.g. VPN clients, modem,
etc.) and the administration of RAS access controls.
3.5 Specialized ICT Services
Specialized services refer to the deployment of the supplier’s specialist personnel for a
predefined period in the areas of:
Business Analysis
Project Management
IT Security
Testing and Quality Assurance
3.6 Time
36 months (3yrs)
3.7 Implementation
The required desktop and service desk support is for users in the MLPS and Autopax
remote sites nationally in the following regions:
- Gauteng North and South - Kwazulu Natal
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- Western Cape - Eastern Cape (East London and Port Elizabeth)
These sites are vast and at times distant from each other, it therefore became necessary to
group them logically for ease of access and support. The logical grouping is as follows, bidders
can bid for all regions or either of the regions (see annexure B for site detail).
Region A
1 Eastern Cape
2 Western Cape
3 Bloemfontein
Region B
1 Johannesburg
2 Pretoria
3.8 Criteria for Selection
3.8.1 FINANCIALS TO BE IN VOLUME 2
Criterion Measurement Weight Cost per hour per skill type* Cost Monthly cost for Help Desk and ancillary** services
Cost
**Ancillary Services; Transport, Accommodation, Telephone etc.. bidders are required to
submit details used to arrive at the monthly total cost.
*Complete the table below
Skill Type Quantity Total Hours
Rate Total
Desktop Support 15 6048 Service Desk Support
2 6048
Security Specialist 1 6048 Project Manager 2 6048
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Business Analyst 2 6048 Test Engineer 2 6048 Ancillary Services Total R
3.8.2 Technical
Criterion Measurement Weight The Supplier has proof of applicable accreditation, partner status, certification or letter of good standing from Microsoft, Neotel, Cisco etc..
Signed Proof 15%
The Supplier has presence and is able to provide services at the Prasa remote sites and will respond within agreed response and resolution times for remote sites. (see attached list of remote sites)
Office Location 15%
The bidding company must have been operating in the target skilled area for more than 2 years and must provide evidence of past and current contracts
Signed Proof 15%
Provide the Desktop support plan/model to be used to provide optimal user support including the distribution of personnel to cover remote sites.
Methodology 40%
The bidding company is required to submit detailed CV’s of personnel it intends to utilise for the support service including the management level.
Resume’ 15%
Total 100%
4. VALUE ADDED SERVICES
The bidding company will be expected to provide PRASA with the following value added
services:
4.1 Desktop Services
Perform Asset Inventory (End User side only)
Desktop cloning tool
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User Induction Pack
Service Levels Manager
Inventory discovery tool for Asset Management (End User side)
4.2 Process analysis
The bidding company resources will be expected to review the current PRASA ICT Service management processes against industry best practices and provide inputs on process improvements
4.3 Hands-on training
The bidding company will be expected to plan and provide end-user training on an ongoing basis for the duration of the contract. The bidding company will also be required to conduct knowledge transfer for PRASA ICT backend personnel as and when bidding company resources handle PRASA ICT technical problems.
4.4 Service Management Strategy Review
The bidding company will be expected to review the current PRASA ICT Management processes/procedures and provide inputs for continuous improvement
4.5 Key support activities
The bidding company will be expected to assume a leading role in provisioning and
participating in the following activities:
1. Resolve escalated calls and problems within SLA
2. Compiled weekly/monthly performance reports
3. Proactive Monitoring and troubleshooting
4. Knowledge / skills transfer to PRASA resources
5. Service Levels Management
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6. ICT Asset Management (End User side only)
7. Configuration Management/Documentation
8. Capacity Management
9. Problem Management
10. Change Control
11. Availability Management
12. Incident Management
ANNEXURE A – SCHEDULE OF SERVICES
The table can be used as a guide for managed Desktop support proposals. The service provider can
amend the set parties’ responsibilities, additional service categories and service entities where
required.
Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
Managed Desktop Support Services
Installations, Moves, Adds, Changes and Decommissioning (IMACD)
IMACD is the
general term for
the routine
activities
performed by
the Service
Provider on the
DCE Service
Tower
infrastructure
equipment
including
installations,
relocations, and
upgrades and
decommissionin
g.
These activities
include all
quality controls
to achieve 100%
(one hundred
percent)
functionality
post IMACD
Policies and
Procedures
Adhere to defined and approved policies and procedures.
Develop and document in the Standards and Procedures Manual IMACD procedures that meet PRASA requirements.
Define IMACD requirements and policies
Review and where appropriate approve IMACD procedures
Installations,
Moves, Adds
and Changes
Conduct installation and site survey activities (e.g. network connectivity, power, data jack preparation) in accordance with the PRASA approved procedures and specific Service Request(s)
Build, configure and test the system in accordance with the standard hardware configuration(s) and Software image in accordance with the PRASA approved procedures and specific Service Request(s)
Provide basic End-User or technical Employee
Provide relevant information relating to Distributed Computing Environment Service IMACDs via the Service Request process
Where appropriate approve the scheduling and costs (for IMACDs grouped as a Project) of IMACDs to the Distributed Computing Environment Service
Accountable for requesting dependent underlying infrastructure Services for any Distributed Computing Environment
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
activities,
including data
and
configuration
migration.
orientation as needed when installing a new End-User Device or Software application
Perform hardware and Software IMACDs and re-installations in accordance with a specific Service Request, PRASA approved procedures and other application policies (e.g. security policies)
Conduct data and applications migration that is required
IMACD scheduling (coordinate with PRASA business entities) and provide PRASA with a committed completion date
Co-ordinate with Service Desk and all other necessary Provider, Third-Party and PRASA support organisations to manage all IMACD Service Requests to Resolution and closure
Service related IMACD Service Request
Decommissioni
ng
Workstation decommissioning including
Disposal of equipment in accordance with
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
preparation for disposal (device sanitising [data, de-installation of Software, security rights revocation, physical cleansing etc.] and providing PRASA with a schedule of equipment) in accordance with PRASA policies
PRASA supply chain policies and procedures (e.g. leasing agreements)
Reporting Issue monthly reports on IMACD activities
Review reports during monthly Service management meetings
Desktop Support and Operations Services
These Services
include the
Service
Provider's
provision of
remote and
onsite support
assistance for
any hardware
and/or Software
Problems that
cannot be
Resolved via the
Policies and
Procedures
Adhere to PRASA policies and procedures.
Define Level 2 and Level 3 technical support requirements and policies
Define business units and End-Users that are eligible for Level 1 technical support Service
Review and where appropriate approve technical support procedures
Site Access
Co-ordinate with End-User or other site Employees to schedule an on-site Level 2 and Level 3 technical support Services visit
Arrange ready access for the Service Provider Employee to the End-User Devices upon arrival of the Service Provider Employee (support technician) at the
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
Service Desk.
This includes
hardware and
Software
Break/Fix,
application
support, simple
upgrades and
more complex
configuration/
upgrade
assistance.
These Services
also include
recreating the
End-User PC
environment to
previous state
including base
build plus all
End-User
specific features,
functions and
applications.
relevant site (such access will not be unreasonably withheld)
Hardware
Break/Fix
Support
Troubleshoot, diagnose and resolve all Incidents/Problems in respect of in scope hardware devices as specified in this Schedule
Arrange for the End-User Device to be shipped to the appropriate Service Centre to perform necessary repair activities to correct the Problem if the Problem cannot be corrected on site
Provide Service Provider repair technical support for in-scope End-User Devices (subsystem level repairs)
Implement, manage, and maintain advanced exchange and depot carry-in maintenance Service in accordance with PRASA approved processes and procedures Perform necessary corrective repairs and verification tests on End-User
Conduct appropriate tests on repaired End-User Devices to ensure the End-User Device is operating appropriately
Provide sign off for Resolved Incident(s)
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
Devices sent to the Service Centre and return repaired End-User Devices to the originating End-User location
Co-ordinate with the Service Desk and all other necessary Service Provider, Third-Party and PRASA support organisations to manage all Level 2 & Level 3 technical support requests to Resolution and closure
Obtain End-User acknowledgment for Resolution of Incident
Software
Support
Troubleshoot, diagnose and Resolve all Level 2 and Level 3 in scope (officially sanctioned by the relevant architecture function) Software (base Software and applications.
Recreate End-User PC environment(s) to previous state, including Core Software image in addition to all End-User specific features, functions and applications
Conduct appropriate tests on repaired device(s) to ensure the device is operating appropriately
Provide sign off for Resolved Incident(s)
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
Software
Release
Management
Deploy approved Software image(s) on all in-scope Service devices
Conduct Software deployment reviews and provide results to PRASA
Apply bug fixes obtained from Software vendors for Problems experienced
Provide minor application Software release updates
Software profiles to be managed by service provider with regards to updates to the profile. This profile to be made available to PRASA on request. This will be done as part of the upgrade projects.
Review and where appropriate approve results of Software deployment results
Reporting Issue monthly reports on Desktop Service area performance
Review reports during monthly Service management meetings
Walk-in
Support
The Service Provider shall use best efforts to provide walk-in support Services to remote End-Users and/or any End-Users which are
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Service
Category and
Description
Service Entities Responsibility
Service Provider PRASA
temporarily based in PRASA’s offices
Periodic Events
Provide support Services for events such as: board meetings; annual meetings; regional meetings; and/or off site meetings.
Inform the Service Provider within a minimum of 10 (ten) days prior to such an event
Approve or reject Service quotation
Office Support Assist with power point presentations, set up projectors and boardroom conferencing facilities (video, teleconferencing)
Request assistance within minimum two days before meetings
Make boardroom facilities available.
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Annexure B: REMOTE STATIONS PER REGION
MLPS STATION
MLPS Number of POS PC's
MLPS Number of Handhelds
Autopax Number of POS PC's
Autopax Number of Handhelds
BLOEMFONTEIN
BETHULIE 1 0
BLOEMFONTEIN 5 6 6 4
BLOEMHOF 1 0
CHRISTIANA 1 0
COLESBURG 1 0
DE AAR 2 0
HENNENMAN 1 0
KIMBERLEY 2 5
KLERKSDORP 2 6
KROONSTAD 2 6 1 1
NOUPOORT 1 0
ORANGERIVER 1 0
POTCHEFSTROOM 1 0
SPRINGFONTEIN 1 0
THEUNISSEN 1 0
VIRGINIA 1 0
WARRENTON 2 0
Total 26 23 7 5
EASTERN CAPE
PORT ELIZABETH 3 2 5 3
CRADOCK 2 4
UITENHAGE 1 0 1 1
ROSMEAD 1 0
COOKHOUSE 1 0
MOLTENO 1 0
QUEENSTOWN 3 4 3 2
STERKSTROOM 1 0
EAST LONDON 3 1 4 2
STUTTERHEIM 1 1
BERLIN 1 0
MOUNT RUTH 1 0 1
BURGERSDORP 2 0
ALICEDALE 1 0
UMTATA 2 1
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MOUNT FRERE 1
KING WILLIAMS TOWN 2 1
IDUTYWA 1
GRAHAMSTOWN 2 1
Total 22 12 22 11
WESTERN CAPE
CAPE TOWN 9 29 4 2
BELLVILLE 4 2 2 2
HUGUENOT 1 1
WELLINGTON 1 0
WORCESTER 2 2 1
STRAND 1 0
VREDENBURG 1 0
TOUWSRIVIER 1 0
LAINGSBURG 1 0
PRINS ALBERT ROAD 1 0
LEEU GAMKA 1 0
NELSPOORT 1 0
BEAUFORT WEST 2 7
KNYSNA 1 1
MOSSEL BAY 2 1
KHAYELITSHA 1 1
GEORGE 1 1
ELIM 2 1
Total 26 41 13 10
PRETORIA
PRETORIA 7 2 6 4
EERSTE FABRIEKE 1 1
WITBANK 1 1
MIDDELBURG 1 1
MAKHADO 2 3
POLOKWANE 2 3 4 2
MUSINA 2 1
NELSPRUIT 1 1 2 1
KAAPMUIDEN 1 4
HAZYVIEW 2 1
KOMATIPOORT 3 4
WATERVAL BOVEN 1 0
MALELANE 1 1
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SOEKMEKAAR 1 1
MOKOPANE 1 1 1 1
MOPANE 1 1
THOHOYANDOU 1 1
SOSHANGUVE 2 1
SIBASA 3 1
MEDUNSA 1
GIYANI 2 1
ACORNHOEK 2 1
MAPHALLE 1
Total 26 25 27 14
JOHANNESBURG
JOHANNESBURG 19 35 11 4
KRUGERSDORP 2 2
OBERHOLZER 1 0
GERMISTON 6 2 2 1
VEREENIGING 2 0 1
SASOLBURG 1 0
KEMPTON PARK 1 0
STANDERTON 1 0
NEWCASTLE 1 0
LADYSMITH 1 0
PIETERMARITZBURG 1 0 1
DURBAN 5 9 4 2
KALFONTEIN 2 2
DAVEYTON 1
SAMRAND NORTH & SOUTH
2
Total 41 48 24 9
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Annexure D: PRASA ICT ENVIRONMENT OVERVIEW
Preference will be given to companies that possess skills in technologies used within PRASA. The overview of such technologies is given in the table below. The following is the Prasa ICT technical landscape and the relevant interfacing technologies:
SERVICE COMPONENTS TECHNOLOGY USED
LAN Cisco switches (catalyst 3560, 6500,)
Server Hardware Sun (M4000, M5000, M8000) , HP Intel based
Operating System Server: Sun Solaris, Linux and Windows Server 2003 ; Client:
XP and Windows 7,8
Directory MS AD
WAN MPLS, V-sat
File/Print Windows 2003,2010
Document Management Hummingbird, MS Sharepoint
Backup Netbackup, Backup Exec
Storage EMC SAN, HP EVA
Groupware Exchange 2003
Terminal services Citrix
Remote Access MTN APN
Virtualization VMware
Database MS SQL, Oracle (Unix and Windows platform )
ERP SAP, Oracle FRAS, Empac, FMMS, ResMeyl, BusRes,
Manhattan, ITIX/PTIMS
Anti-virus Kaspersky
Telephony Cisco IPT, Unity, Rightfax, NEC
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Other Office 2003/2007/2010; MS Project 2003/2007
Widows Update Server; Mailmarshal; Microstation
Service Desk System (CA/ Heat)
Printing HP MLFP Network printers, Ricoh (main), Canon, Epson,
Lexmark, Konica Minolta
Total User base 5500
24 | P a g e S u b m i t t e d b y P r a s a I C T
ANNEXURE D - PROFILES
Skill Set Profile Requirements
Security Establishes, maintains and monitors all log-on identifications and access rules, defining specific access to network, files and database management systems. The methodical generation of such a system shall consolidate disparate applications security systems under one methodology.
Recommends security software and its application to all storage device types and the access to them for classified and unclassified areas.
Establishes alternative security measures, if needed, to support disaster recovery efforts.
Recognizes and identify potential areas where existing data security policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
Maintains contact with vendors regarding security system updates and technical support of security products.
Prepares recommendations and implements changes to work methods and procedures to make them more effective and/or to strengthen security measures.
Provides management with risk assessments and information security training to uphold enterprise security measures.
Analyzes the work unit, making recommendations to improve the work-flow efficiency and/or operation productivity.
Manages Internet and Intranet security based issues. This includes firewalls, routers and port accessibility.
Informs management of critical issues that may affect clients and completes status and statistical reports in assigned area as required.
Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
Fulfills departmental requirements in terms of providing work coverage and
Appropriate IT security qualification (Security+, CISSP)
4 years’ experience in data security, with 2 years as in a managerial position with the ability to plan and control projects
Knowledge at the expert level of current techniques and hardware capabilities of a large scale database and data communications environment
Ability to understand, and clearly relate to other members of the organization, technical manuals, software specifications, hardware principals of operations, and general methods of systems software operations and security
Ability to communicate effectively dealing with internal and external customers and suppliers
25 | P a g e S u b m i t t e d b y P r a s a I C T
administrative notification during periods of personnel absence.
Performs at or above the enterprise’s Information Technology evaluation standards.
Trains, supervises, assigns projects to, evaluates and is responsible for hiring/termination of staff to maintain optimum performance of job duties.
Help Desk Consultant Responds to users requests for information and assists in problem resolution.
Maintains contact with users on operational and production problems.
Checks quality and distributes reports requested by users for on-site and remote users.
Assists in coordinating the resolution of applications/software systems problems impacting production.
Assists systems and programming personnel, as requested.
Assists in resolving technical computer operations equipment problems.
Logs documents and maintains history records on Information Technology production problems.
Initiates corrective action or carries out instructions to resolve system problems on production jobs.
Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
Strives to learn the job functions of the position’s immediate superior as well as peer-level positions with whom the individual interacts. It is the responsibility of the individual to be prepared for temporary re-assignment and/or promotion due to extended
Ability to work varying shifts
1 - 2 years’ experience in a customer service related field
Knowledge of all enterprise hardware and software in use within the enterprise
Ability to operate computer and peripheral equipment
26 | P a g e S u b m i t t e d b y P r a s a I C T
illness, personal emergency or business necessity.
Fulfills departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education.
Develops and maintains service level agreements with the various user departments and enterprise business units.
Performs at or above the enterprise’s Information Technology performance standards.
Support Technician Assists in system generation and tuning, system configuration, upgrades, system performance, system disaster recovery, tuning and usage reporting.
Develops tools and procedures for daily operational support of LAN users.
Supports development activities that require specialized system programming relating to the LAN environment.
Performs LAN management services including creation/modification of user profiles and account management.
Administers and monitors the procedures used to create, modify and manage client accounts.
Maintains the LAN systems filing cabinets and associated system utilities to optimize operating efficiency.
Analyzes training needs of office automation clients, develops classroom curriculum and provides quality individual and group training programs designed to insure maximum utilization of equipment.
Maintains the integrity of the LAN processing environment, and insures continuity with the current processing applications.
Analyzes client requirements and recommends appropriate hardware and software solutions to optimize work flow and efficiency.
Recognizes and identifies potential areas where existing office
Experience in PC, office automation system, and LAN system management experience
Experience in basic and advanced word processing functions in a LAN environment
2 years desktop support experience
Ability to express complex technical concepts effectively, both verbally and in writing
Ability to work well with people from different disciplines with varying degrees of technical experience
27 | P a g e S u b m i t t e d b y P r a s a I C T
automation system policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
Establishes and maintains a positive working relationship with all enterprise departments to optimize working relationships and communication.
Fulfills departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
Performs at or above enterprise’s Information Technology performance standards.