General Support/User Support
To work directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology. Can assess complex, non-routine problems in their area of specialization. Supports and maintains the end user environment. This may include assesses and resolves nearly all standard and many non-standard more complex problems. Troubleshoots user problems requiring a seasoned understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability. Documents, maintains and enhances work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution. Tracks trending of issues in Remedy ticketing system and escalate to the respective product team, as appropriate. Participate in security and business continuity activities. Disseminates up-to-date information on common problems to the staff.

Hardware Support
To provide support for preventive and corrective maintenance, installation and other technical assistance as needed by the clients. This includes support for desktops, laptop computers, printers, scanners, switches, servers, video and teleconferencing equipment etc. In case of all Lenovo computers, Contractor will have to work directly with Lenovo’s authorized local representative for warranty related issues. Similarly, for all HP/Canon printers, servers and digital senders, Contractor will coordinate with authorized local agents for warranty related issues.



Software Support
To provide support including troubleshooting of standard World Bank Group’s applications which are part of Enterprise Desktop (ED) 10 suites. This includes support for Windows 10 Enterprise, MS Outlook 2016, MS Office 2016 (O365), OneDrive, MS Project, MS Access, SAP, Adobe Acrobat, etc. In addition, clients would require support for World Bank Group’s specific software like WBDocs (document management system), Web based business applications/portals and any other new software which are implemented by the World Bank Group.

Infrastructure Support
To provide necessary support for the servers and network systems, which include day to day monitoring, preventive and corrective maintenance as and when required. Supports fiber and Cat6 copper cable installation, maintenance, upgrades to local networks and WAN communications infrastructure.

Communication Links
To assist the World Bank Group's IT Lead in maintaining the Yangon and Nay Pyi Taw office communication links and function as stand by. To escalate and follow up with respective ISP support for Internet connectivity issues.

Remote Access Services
To assist the World Bank Group’s local and visiting staff (including consultants) in using the Bank Group's computing services from remote locations, without affecting the services provided in the office. The Bank Group provides remote access services for MS Outlook, OneDrive, Cisco Unified Communication Services such as Jabber and WebEx, SAP and corporate Intranet access.

Videoconferencing and Teleconferencing
To assist the World Bank Group’s staff and visiting missions in using videoconferencing and teleconferencing facilities. Based on time differences among various offices of the World Bank Group, these conferences are usually held outside the regular working hours. Adequate support shall be provided by the Contractor during the scheduled conferences.

IT Asset Management and Documentation Control
To assist the World Bank Group’s IT Lead in maintaining all IT asset records and monitor and provide complete details of hardware and software inventory record for the World Bank Group's Yangon and Nay Pyi Taw offices. To maintain records of all system configurations, network and cable termination wiring diagrams, data backup and recovery procedures, up-to date inventory of all IT equipment, etc.

IT Supply Management and Vendor Management
To assist in managing inventory of all consumables like printer, fax and photocopier toners, etc. and responsible for alerting the World Bank Group’s IT Lead as soon as re-order level of consumables are reached. To maintain all local vendor’s record and provide communication with vendors.

Data Recovery
To provide all assistance in data backup and recovery of data in case of any abnormal event and will work with the IT Lead of the World Bank Group to implement a viable disaster recovery plan which is in line with Purchaser's global disaster recovery strategy and covers all probable calamities like fire, virus attacks, disk/server failure, data backup loss etc.



Service Standards - Call Monitoring & Resolution
To enter every call including work log into Remedy Incident Management System, which is the World Bank Group’s global call monitoring software, and maintain the following call resolution and response time standards:
• Maximum time taken to attend to a call from the moment it’s logged in Remedy should not be more than 15 minutes.
• Resolution time for all minor calls (software related queries, available hardware replacements, etc.) should not exceed 45 minutes.
• For any major breakdowns, the maximum time to solve the problem or to provide alternative solution to any type of activity assigned to Contractor staff will not be more than 24 hours. If after fault diagnosis the equipment needs to be taken out for component level repairs, then the maximum resolution time may be relaxed with prior approval of the World Bank Group’s IT Lead.

Mandatory Requirements
• Bachelor of Computer Science or Information Technology with a minimum of 3 years relevant experiences or Associates Degree with a minimum of 5 years relevant experiences.
• Excellent communication skills (note: all candidates will be evaluated on their English capabilities both verbal and written during the interview).
• Good knowledge of MS Windows 10, MS Office and Outlook 2016 – O365, Windows 2012 Servers, Systems Management Servers and Web browsers (Internet Explorer, Chrome, Firefox, etc.).
• Fully conversant with anti-virus utilities like Windows Defender, other virus utilities, etc.
• Experienced in installation and maintenance of computer hardware (Servers, Desktops and Laptops) of makes like Lenovo, Dell, etc. and peripherals like Canon MFD, HP Enterprise Color LaserJet, IP PABX, Cisco routers and switches, firewall appliances, Ethernet cards, structured CAT 6 cabling, etc.

Desirable Requirements
• Previous working experiences in INGO, UN organizations or international companies.
• Certified in the system, hardware and network engineering or software applications.
• Experience in providing operational support and training on various software applications and technologies.
• Experience in Apple iOS and Android devices
• Excellent references (note: The Purchaser Yangon Office requires the ability to contact former assignment companies and expects the Contractor(s) to assist in this area.)