<h2><strong>Who We Are</strong></h2> <p>Girl Effect is an international non-profit that builds media and technology that girls want, trust and need. We use evidence-based social and behaviour change approaches to help adolescent girls make informed choices about their health, education and economic future.</p> <p>In India, Girl Effect’s digital-first youth programme, Chhaa Jaa, reaches girls through social media, digital content, community spaces and interactive products, including Bol Behen. Reliable IT support is essential to the teams delivering this work.</p> <h2><strong>Background</strong></h2> <p>Girl Effect India has approximately 28 staff working across locations including New Delhi, Mumbai, Hyderabad, Pune, Nagpur, Kolkata, Ahmedabad, Noida, Gurugram and Jaipur.</p> <p>Girl Effect requires dependable on-call IT support to resolve hardware and software issues, coordinate repairs and warranties, and assist with approved IT sourcing.</p> <h2><strong>Objective</strong></h2> <p>The objective of this engagement is to maintain reliable day-to-day IT operations by providing responsive remote support, timely issue resolution, and effective coordination of repairs, warranties, and approved equipment purchases across India. </p> <h2><strong>What You will do</strong></h2> <p>The selected service provider will be responsible for:</p> <ul> <li>Providing remote, on-call IT support to approximately 28 users across India between 10:00 a.m. and 7:00 p.m., Monday to Friday.</li> <li>Diagnose and resolve laptop, peripheral, operating-system, application, and connectivity issues within agreed service levels.</li> <li>Support IT setup and onboarding for new employees, including device configuration and troubleshooting access.</li> <li>Coordinating OEM warranty claims, repairs, and replacements, including clear communication on status, cost, and expected completion time.</li> <li>Supporting the sourcing of approved IT requirements, such as laptops and accessories, by providing specifications, availability, and quotations where requested.</li> <li>Providing access to capable support personnel and service coverage in major Indian cities, either directly or through an established support network.</li> <li>Protecting Girl Effect data, credentials and systems and complying with applicable security, confidentiality and data-protection requirements.</li> </ul> <h2><strong>Service levels and Deliverables</strong></h2> <table> <tbody> <tr> <td> <p><strong>Requirement</strong></p> </td> <td> <p><strong>Standard</strong></p> </td> <td> <p><strong>Evidence</strong></p> </td> <td> <p><strong>Frequency</strong></p> </td> </tr> <tr> <td> <p>Support availability</p> </td> <td> <p>10:00 a.m.–7:00 p.m., Monday–Friday</p> </td> <td> <p>Ticket or support log</p> </td> <td> <p>Ongoing</p> </td> </tr> <tr> <td> <p>Initial diagnosis for a received device</p> </td> <td> <p>Within 24 hours of receiving the device</p> </td> <td> <p>Diagnosis or update provided to the user</p> </td> <td> <p>Per incident</p> </td> </tr> <tr> <td> <p>Issue resolution</p> </td> <td> <p>Within three working days unless parts or OEM action are unavailable</p> </td> <td> <p>Closure note or agreed action plan</p> </td> <td> <p>Per incident</p> </td> </tr> <tr> <td> <p>Warranty and repair coordination</p> </td> <td> <p>Prompt escalation and regular status updates</p> </td> <td> <p>OEM or repair record</p> </td> <td> <p>As required</p> </td> </tr> <tr> <td> <p>Monthly service report</p> </td> <td> <p>Incidents logged, resolved and pending; response and resolution performance; recurring issues</p> </td> <td> <p>Approved monthly report</p> </td> <td> <p>Monthly</p> </td> </tr> </tbody> </table> <p>Where a delay is outside the service provider’s control, the provider must explain the cause, expected resolution date and any practical workaround.</p> <p>Any additional costs for parts, travel, call-outs or extended services must receive Girl Effect’s prior written approval.</p> <h2><strong> </strong>Girl Effect Responsibilities<strong> </strong></h2> <ul> <li>Girl Effect will:</li> <ul> <li>Maintain the required device licences and antivirus protection.</li> <li>Provide reasonable access to staff, devices and relevant information needed to diagnose issues.</li> <li>Approve additional costs for parts, travel or services before they are incurred.</li> <li>Nominate the contract supervisors and provide timely feedback on service quality.</li> </ul> </ul> <h3><strong>Reporting</strong></h3> <p>The agency will work closely with the Senior IT & Systems Manager and the People and Ops Manager in India</p> <h3><strong>Expected Commitment</strong></h3> <ul> <li>The assignment is expected to take approximately 1 year. Effective Period: November 2