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• To provide on-site services at customer’s office venues, support technical issues related to hardware and software and resolve user inquiries.
• To deliver on-site services and provide support at the Customer’s premises within the tentative service hours during working days, exclude Saturday and public holidays.
• To support users through ongoing assistance, maintaining satisfactory daily operations.
• To support Customer’s IT team with assigned tasks and projects, contributing to overall IT operations.
• To provide monthly regular review to ensure the service quality of IT support services.
Requirement
a) Provide on-site services at Customer’s office venues, support for technical issues related to hardware and soware and resolve user inquiries via phone, email and Microsoft Teams. The successful Tenderer shall deliver on-site services with at least two IT specialists and to provide support at the Customer’s premises within the tentative service hours as per Clause below throughout the service period.
b) Manage IT service requests such as soware installation, access requests and account setups.
c) Managing hardware and soware inventory of Customer and ensure such inventory records are up-to-dateft
d) Perform regular end user system upgrades and patch upgrades, monitor end user computing security alerts and user compliance.
e) Provide assistance to Customer’s IT Department in coordination with third-party hardware and soware service providers and suppliers on procurement and specialized support.
f) Assist on IT resources arrangement in employee onboarding and onboarding.
g) Regularly generate report of Customer’s Informaon Technology System Management (“ITSM”) system for management review regarding the response time and resolution rates by the successful Tenderer.
h) Assist Customer’s IT team on IT-related assigned tasks and projects.
i) Create and regularly update end user computing guideline documentation.
j) Provide training sessions on IT services for Customer’s employees.
k) Attend monthly review meetings to evaluate with Customer the successful Tenderer’s service quality and provide follow-up acton plan.
l) Observe and comply with paragraph 5.7 General Security Requirements.
m) Provide any additional IT-related support services requested by Customer, General Security Requirements which shall be subject to Customer's approval.
PCCW Limited is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.
The Company holds a majority stake in the HKT Trust and HKT Limited*, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated solutions employing emerging technologies to assist enterprises in transforming their businesses. HKT has also built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, fintech and healthtech services to deepen its relationship with customers.
PCCW owns a fully integrated multimedia and entertainment group in Hong Kong engaged in the provision of OTT video service locally and in other places in the region. Through HK Television Entertainment Company Limited, PCCW also operates a domestic free TV service in Hong Kong.
In addition, PCCW holds a stake in Pacific Century Premium Developments Limited and other overseas investments.
PCCW is part of Pacific Century Group, named by Forbes as one of the World's Best Employers 2023.
*HKT Limited is a company incorporated in the Cayman Islands with limited liability.
Listing and trading
PCCW shares are listed on The Stock Exchange of Hong Kong Limited (SEHK: 0008) and traded in the form of American Depositary Receipts on the OTC Markets Group Inc. in the US (Ticker: PCCWY).
