Deadline: 29-May-2026
The World Health Organization (WHO) has issued a Request for Proposals (RFP) to engage qualified companies or HR solution providers to deliver onsite IT technical support services for its office in Indonesia. The assignment focuses on ensuring reliable IT infrastructure support, user assistance, and maintenance of digital systems within the WHO office environment.
The objective is to maintain secure, efficient, and uninterrupted IT operations while adhering to WHO policies, IT service standards, and data protection requirements.
Purpose of the RFP
The RFP aims to:
- Provide onsite IT technical support for WHO Indonesia office operations
- Ensure continuous maintenance of IT hardware, software, and infrastructure
- Strengthen network reliability and digital workplace efficiency
- Support users with IT troubleshooting and service requests
- Maintain secure and compliant IT service delivery
- Improve operational continuity for WHO staff and systems
Scope of Services
The selected provider will deliver comprehensive IT support services, including:
Technical Support and Infrastructure Management
- Hardware and software installation and maintenance
- Server and network administration
- LAN/WAN and Wi-Fi network support
- Virtual infrastructure management
- Troubleshooting of IT systems and services
End-User and Helpdesk Support
- User IT support and issue resolution
- ServiceNow ticket management and escalation
- User training on IT tools and productivity systems
- Support for software and hardware usage issues
Communication and Collaboration Systems
- Audio and video conferencing support (Zoom, WebEx, Microsoft Teams)
- Meeting room setup and AV system management
- Telephony and telecommunications infrastructure support
- Virtual meeting technical assistance
Equipment and Systems Support
- Support for desktops, laptops, printers, scanners, and photocopiers
- Network devices and server hardware maintenance
- Office-wide backup system support
- Preventive and reactive maintenance services
Working Arrangements
- Services will be delivered onsite at the WHO office in Indonesia
- Work schedule follows Jakarta (GMT+7) office hours
- Staff must ensure timely response to incidents and service requests
- All incidents must be logged in the WHO ServiceNow system
Eligibility Criteria
Eligible proposers include:
- Profit-based IT service companies
- IT outsourcing or HR solution providers supplying technical personnel
- Organizations specializing in IT infrastructure and support services
Required qualifications:
- Minimum 8 years of experience in IT support services
- Expertise in:
- Server and network administration
- Telecommunications infrastructure
- Virtual IT environments
- Hardware and software support
- Conferencing systems and tools
- Experience with Agile and IT service management practices is desirable
- Prior work with UN agencies, international organizations, or government entities is an advantage
Certification Requirements
- ISO 9001 certification or equivalent is mandatory
- Organizations undergoing formal certification may also be considered
- Proof of accreditation from a recognized certification body is required
Personnel Requirements
IT support staff must have:
- University degree in:
- Computer Science
- Information Technology
- Telecommunications
- Electronics
- System Administration or related fields
- Minimum 3 years of professional IT support experience
- Strong troubleshooting and technical problem-solving skills
- Ability to communicate technical issues to non-technical users
- Capacity to manage multiple service requests independently
- High standards of confidentiality and data integrity
Language Requirements
All assigned personnel must:
- Have professional working proficiency in English
- Be fluent or bilingual in Bahasa Indonesia
Key Deliverables
The service provider will be responsible for:
- Installation and configuration of IT equipment and systems
- Ongoing maintenance and troubleshooting
- Support for meetings and conferencing systems
- Incident tracking and resolution via ServiceNow
- User support and training activities
- Ensuring system reliability and service continuity
Key Features of the Assignment
- Long-term onsite IT support contract
- Full coverage of office IT systems and infrastructure
- Strong emphasis on service management and ITIL practices
- Integration with WHO global IT service systems
- Requirement for high professional and security standards
Common Misunderstandings
- This is not a software development contract
- It is not a remote-only support role; onsite presence is required
- Individual consultants cannot apply directly; only companies or providers are eligible
- ISO certification is mandatory, not optional
- The role includes full IT service management, not just troubleshooting
Frequently Asked Questions
- What is this WHO RFP about?
- It is a procurement opportunity for onsite IT technical support services at WHO Indonesia
- Focuses on infrastructure, user support, and system maintenance
- Who can apply?
- IT service companies
- HR outsourcing providers supplying IT personnel
- Organizations with strong IT support experience
- What experience is required?
- At least 8 years in IT support and infrastructure management
- Experience with networks, servers, and enterprise IT systems
- Is certification required?
- Yes
- ISO 9001 or equivalent certification is mandatory
- What skills are required for staff?
- IT troubleshooting
- Networking and system administration
- Communication and user support skills
- ServiceNow and ITIL-based service management
- Is language proficiency required?
- Yes
- English and Bahasa Indonesia proficiency is required
- Where will work be performed?
- Onsite at WHO office in Indonesia
- During Jakarta office hours
Conclusion
The WHO Indonesia IT Technical Support Services RFP is a specialized procurement opportunity aimed at ensuring high-quality, secure, and reliable IT operations within the organization. By engaging qualified service providers, WHO seeks to strengthen its digital infrastructure, improve user support, and maintain uninterrupted operational efficiency in its Indonesia office.
For more information, visit UNDP.