Managed Support Services April 2015

(1)

1 Managed Support Services

(2)

2

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

(3)

3

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

(4)

4 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.

(5)

5 

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

(6)

6 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).

(7)

7 

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

(8)

8 -

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

(9)

9 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

(10)

10 

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

(11)

11

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

(12)

12

Service

Category and Description

Service Provider PRASA

Managed Desktop Support Services Installations, Moves, Adds, Changes and Decommission ing (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

(13)

13

Service

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

(14)

14

Service

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

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

(15)

15

Service

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)

(16)

16

Service

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)

(17)

17

Service

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.

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

(18)

18

Service

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

(19)

19

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

(20)

20

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

(21)

21

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

(22)

22

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

(23)

23

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

(24)

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)

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

(26)

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)

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