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CC-1447 - USA (Maryland) - Help Desk Support Services - Deadline August 6,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1447

Government Authority located in Maryland; USA based organization looking for expert vendor for help desk support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 help desk support services.
- Off-hours support – nights and weekends Monday – Thursday Nights: 8pm – 7:30am and Friday 5:00pm – Monday 7:30am.
- Knowledge management/repository, SLA reporting and monthly analytics reports, Daytime support for commercial “off the shelf” products and applications (Microsoft office and O365 applications, Windows, Apple OS, internet browsers) and Learning Management System (LMS) support, Ability to reset CCBC user passwords using CCBC defined tools, Must be hosted as a Software as a Service (Saas) or similar cloud-based service, Dedicated named Account Manager available during standard business hours via email or telephone, Must allow CCBC staff access to utilize same ticketing system as primary internal ticketing system, Vendor must have the ability to develop custom reports upon CCBC request based on overall telephony and ticketing data and allows CCBC to access custom reports on demand.
(2) All question must be submitted no later than July 22, 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 : Tuesday, 6 August, 2019

Question Answer Deadline : Monday, 22 July, 2019

Category : Call Center and Answering

Country : USA

State : Maryland

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