CC-1273 - USA (California) - After-hours IT Help Desk Support Services - Deadline October 25,2018

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1273

Government Authority located in California; USA based organization looking for expert vendor for after-hours IT help desk support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide after-hours IT help desk support services from 5:00 pm – 10:00 pm to Monday through Friday to provide technical solutions, information, guidance, and escalation of requests to internal customers.
- Document and track all caller/customer contact (i.e., telephone, web, chat, and email) and the technical resolutions into the Remedy IT Service Management platform
- Provide access to real-time reports, analytics, metrics and dashboards to help the track overall performance and trouble resolution
- Standard IT Help Desk reports such as number of calls, resolution rate, first call resolution, time
to answer, time to close, etc.
- Implementation of the afterhours and overflow helpdesk
- Develop an ongoing communication and collaboration plan to be in sync with the IT Help Desk
(2) A pre-proposal conference will be held on October 05, 2018.
(3) All questions must be submitted no later than October 09, 2018.
(4) Contract period will be for one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Onsite.

Expiry Date : Thursday, 25 October, 2018

Pre-proposal Conference Date : Friday, 5 October, 2018

Question Answer Deadline : Tuesday, 9 October, 2018

Category : Call Center and Answering

Country : USA

State : California

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