/ Appendix B.2 : EUC FTE Support Base
Appendix B.2
DWS End User Computing FTE Support Base
Appendix to SOW 3B
for
DEPARTMENT OF WATER & SANITATION


Table of Contents

1.0 FTE Requirements 1

2.0 Service Resources Baseline 2

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/ Appendix B.2 : EUC FTE Support Base

1.0  FTE Requirements

This Appendix B.2 (DWS End User Computing FTE Support Base) is created to enable the Provider to form a quantitative assessment of the effort required to support the DWS End-User Computing landscape. The service provider needs to use all information provided in the appendices to provide a value proposition with productivity improvement and improvement in efficiency

The FTE assessment is provided per service area and reflected the expected support base at take on. The successful Provider will have to verify and adjust the baseline during due-diligence and when providing a “Best and Final Offer” (BAFO) to DWS.

2.0  Service Resources Baseline

Service Area / Number of Resources / Minimum Skills Required
VIP Support / 3 / National Diploma: IT, A+ & N+ relevant Desktop Support qualification. Customer Orientated and ability to work under pressure. About 3-5 years Support experience.
Desktop Support / 14 / National Diploma: IT, A+ & N+ relevant Desktop Support qualification. Customer Orientated and ability to work under pressure. About 3-5 years Support experience.
Microsoft Server Support / 1 / MCSA, MCSE 2003/2008 or higher, MCITP, MCP: AD, Exchange, File & Print relevant Server Support qualification (VMware optimization, VCP-NV. VCP-DCX). Customer Orientated and ability to work under pressure. About 5 years Support experience. Ability to work in multi-disciplinary team. Practical Microsoft server 2012/2016 administration skills.
Information Security + Anti-Virus / 2 / National Diploma: IT, A+ & N+, Security + or relevant IT Technical Security Support qualification. Customer Orientated and ability to work under pressure. About 3-5 years Support experience.
Backup / 1 / Symantec Netbackup back-up support related qualification and Customer Orientated and ability to work under pressure. About 5 years Support experience. Ability to work in multi-disciplinary team.

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