CC-1384 - USA (North Carolina) - Professional Service Desk Technician Services - Deadline May 31,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1384

Government Authority located in North Carolina; USA based organization looking for expert vendor for professional service desk technician services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide professional service desk technician services for for Quick Call intake, resolution or escalation, and scheduled or interval reporting as required. Quick calls refer to call transfers, printer maintenance requests, ordering printer supplies from our selected vendors, answering or directing inquiries to the correct department, network account lockouts, password resets, use of Thymotic password reset tool, and correction of authentication errors. The selected Vendor will provide competency demonstrations during the selection process.
- The Service Desk operation should be maintained from 8am to 5pm Monday through Friday EST.
- These activities account for approximately 1700 separate requests to transfer calls to the appropriate department, requests for printer maintenance, requests for printer supplies, general inquiries from our employees, account lockouts on our network systems architecture, password resets, and authentication errors that could occur between devices and systems utilized in the City. A breakout of the Quick Calls received from Jan 01, 2018, to Jan 01, 2019
(2) A non-mandatory pre-submission informational meeting will be held on April 15, 2019.
(3) All questions must be submitted no later than April 29, 2019.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 31 May, 2019

Pre-proposal Conference Date : Monday, 15 April, 2019

Question Answer Deadline : Monday, 29 April, 2019

Category : Call Center and Answering

Country : USA

State : North Carolina

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