{"id":2623135,"url":"https://alion.io/job/girleffect-request-for-proposal-rfp-on-call-it-support-services","title":"Request for Proposal (RFP) On-Call IT Support Services","company":{"id":1831671,"name":"GirlEffect","domain":"girleffect.org","url":"https://alion.io/company/girleffect","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mumbai, India","India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-15T14:03:13Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-16T01:07:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who We Are\nGirl 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.\nIn 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.\nBackground\nGirl Effect India has approximately 28 staff working across locations including New Delhi, Mumbai, Hyderabad, Pune, Nagpur, Kolkata, Ahmedabad, Noida, Gurugram and Jaipur.\nGirl Effect requires dependable on-call IT support to resolve hardware and software issues, coordinate repairs and warranties, and assist with approved IT sourcing.\nObjective\nThe 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. \nWhat You will do\nThe selected service provider will be responsible for:\nProviding remote, on-call IT support to approximately 28 users across India between 10:00 a.m. and 7:00 p.m., Monday to Friday.\nDiagnose and resolve laptop, peripheral, operating-system, application, and connectivity issues within agreed service levels.\nSupport IT setup and onboarding for new employees, including device configuration and troubleshooting access.\nCoordinating OEM warranty claims, repairs, and replacements, including clear communication on status, cost, and expected completion time.\nSupporting the sourcing of approved IT requirements, such as laptops and accessories, by providing specifications, availability, and quotations where requested.\nProviding access to capable support personnel and service coverage in major Indian cities, either directly or through an established support network.\nProtecting Girl Effect data, credentials and systems and complying with applicable security, confidentiality and data-protection requirements.\nService levels and Deliverables\n\nRequirement\n\nStandard\n\nEvidence\n\nFrequency\n\nSupport availability\n\n10:00 a.m.-7:00 p.m., Monday-Friday\n\nTicket or support log\n\nOngoing\n\nInitial diagnosis for a received device\n\nWithin 24 hours of receiving the device\n\nDiagnosis or update provided to the user\n\nPer incident\n\nIssue resolution\n\nWithin three working days unless parts or OEM action are unavailable\n\nClosure note or agreed action plan\n\nPer incident\n\nWarranty and repair coordination\n\nPrompt escalation and regular status updates\n\nOEM or repair record\n\nAs required\n\nMonthly service report\n\nIncidents logged, resolved and pending; response and resolution performance; recurring issues\n\nApproved monthly report\n\nMonthly\n\nWhere a delay is outside the service provider’s control, the provider must explain the cause, expected resolution date and any practical workaround.\nAny additional costs for parts, travel, call-outs or extended services must receive Girl Effect’s prior written approval.\n Girl Effect Responsibilities \nGirl Effect will:\nMaintain the required device licences and antivirus protection.\nProvide reasonable access to staff, devices and relevant information needed to diagnose issues.\nApprove additional costs for parts, travel or services before they are incurred.\nNominate the contract supervisors and provide timely feedback on service quality.\nReporting\nThe agency will work closely with the Senior IT & Systems Manager and the People and Ops Manager in India\nExpected Commitment\nThe assignment is expected to take approximately 1 year. Effective Period: November 2026 - November 2027. This is subject to renewal upon satisfactory delivery of the work.\nThe consultant will be expected to present to the team if needed.\nApplicant Requirements\nApplications are welcome from both qualified individual consultants and registered IT support agencies or firms. Applicants must be based in India and demonstrate:\nRelevant experience providing remote and on-call IT support to distributed teams or organisations of comparable size.\nStrong knowledge of laptop hardware, operating systems, productivity applications, endpoint security, connectivity and user support.\nCapacity to meet the stated support window and service levels and coordinate support in major Indian cities.\nExperience working with OEM warranty, repair, and replacement processes.\nClear communication, accurate documentation, and appropriate confidentiality and data-security practices.\nAt least two contactable references for similar assignments.\nIndividual applicants should submit a current CV.\nAgencies or firms should submit a brief company profile and CVs or profiles of the personnel who would deliver the services.\nProposal Submission Requirements\nApplicants should submit a concise proposal of no more than five pages, covering the following:\nUnderstanding and Approach Explain how you will provide support, manage incidents, communicate with users, and meet the required service levels.\n\nExperience and Capacity Provide details of relevant assignments, geographic coverage, and the proposed individual or team responsible for delivering the services.\n\nReferences Provide contact details for at least two clients for whom you have undertaken similar work.\n\nFinancial Proposal Provide fees inINR, with applicable taxes quoted separately. The financial proposal should clearly state:\n\nProposed monthly retainer or fixed fee.\nHourly or daily rates, where applicable.\nCall-out or on-site support charges.\nTravel or logistics charges.\nAny other costs that may apply.\nItems, replacement parts, and third-party costs that are excluded from the proposed fee.\nEvaluation Process and Criteria\nProposals will be reviewed in the following sequence:\nPrescreening against the mandatory requirements.\nTechnical evaluation.\nFinancial and value-for-money evaluation.\nOnly substantially responsive proposals that meet the required technical standard will proceed to financial evaluation.\n\nEvaluation Criterion\n\nWeight\n\nUnderstanding of the requirement and proposed support approach\n\n15%\n\nRelevant IT support experience\n\n25%\n\nGeographic coverage, availability and ability to meet the SLA\n\n20%\n\nQualifications, team capacity and references\n\n10%\n\nTechnical Total\n\n70%\n\nFinancial proposal and value for money\n\n30%\n\nTotal\n\n100%\n\nGirl Effect may invite shortlisted applicants to an interview or clarification meeting and may conduct reference checks and due diligence before making an award.\nPerformance Measures\nPerformance will be assessed against:\nResponse and resolution times under the agreed service levels.\nQuality and accuracy of incident records and monthly reports.\nUser satisfaction and effectiveness of communication.\nTimely coordination of repairs, warranties and approved sourcing requests.\nCompliance with Girl Effect’s data-security, confidentiality and safeguarding requirements.\nProject Timelines\nTerms of reference published: 16th October, 2026\nDeadline for proposal submission: 30th October 2026\nHow to Apply\nPlease email your proposal and supporting documents to  by 30th October 2026.\nPlease use the following email subject : On-Call IT Support Services - India\nOnly submissions received through the stated application process and email address will be considered.\nGeneral and Commercial Terms\nContracting and Payment: The successful applicant will enter into Girl Effect’s applicable agreement. Payment will be linked to satisfactory delivery of the agreed services and receipt of a correct, approved invoice.\nPricing and Taxes: Fees must be firm for the stated proposal validity period and clearly show the currency, applicable taxes and any separately chargeable costs. Girl Effect will deduct or account for taxes where required by law.\nAdditional Costs: Replacement parts, travel, third-party services and other additional costs will only be reimbursable where agreed and approved in writing by Girl Effect before the costs are incurred.\nConfidentiality and Data Protection: The selected provider must protect Girl Effect information, systems, credentials and any personal, confidential or sensitive information accessed during the engagement.\nSafeguarding and Conduct: The selected provider must comply with Girl Effect’s safeguarding, ethical and supplier-conduct requirements and may be subject to appropriate due-diligence checks.\nConflicts of Interest: Applicants must disclose any actual or potential conflict of interest that could affect the procurement process or delivery of the services.\nRight to Award: Girl Effect may seek clarification, negotiate, amend or cancel the procurement process, reject any or all submissions, or make no award. Girl Effect is not liable for any costs incurred in preparing or submitting a proposal.\n Proposal Validity: Proposals must remain valid for 90 days from the submission deadline.","description_format":"text","description_chars":8996,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-learning","Nonprofits & Foundations"],"lifecycle":[{"event":"open","at":"2026-10-15T14:11:49Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:2","win:early"],"computed_at":"2026-10-16T03:51:16Z"},"pay":null,"html_url":"https://alion.io/job/girleffect-request-for-proposal-rfp-on-call-it-support-services","json_url":"https://alion.io/job/girleffect-request-for-proposal-rfp-on-call-it-support-services.json","meta":{"generated_at":"2026-10-16T03:51:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":455,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1831671},"rest":"https://alion.io/mcp/rest/get_company?id=1831671"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgirleffect-request-for-proposal-rfp-on-call-it-support-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgirleffect-request-for-proposal-rfp-on-call-it-support-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgirleffect-request-for-proposal-rfp-on-call-it-support-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/girleffect-request-for-proposal-rfp-on-call-it-support-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgirleffect-request-for-proposal-rfp-on-call-it-support-services"}]}