CC-1597 - USA (Missouri) - Outsourcing Technology Services Help Desk - Deadline January 24,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1597

Government Authority located in Missouri; USA based organization looking for expert vendor for outsourcing technology services help desk.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide outsourcing technology services help desk.
• Develop help desk standard operating procedures in cooperation with tech services to ensure consistent and quality performance
• Shall provide call management software to extend the city phone number to its helpdesk agents
• 10x5 phone coverage (7:00a-7:00p Monday Friday, central time) excluding city holidays (see attachment 1)
- Answer all calls to the help desk by 4th ring and open tickets for technical issues as appropriate
• Perform initial triage, categorization, and prioritization of all tickets regardless of source
• Perform initial remote troubleshooting of all tickets regardless of source
• Escalate/assign to appropriate tier 2 support team
• Maintain regular communication with customer on all open tickets, no less than once per week per open ticket
• Follow up with customer on all resolved tickets within 2 business days to ensure successful issue resolution
• Maintain and report metrics on quantity of calls received
• All work will be performed in-house; sub-contracting is prohibited.
(2) All questions must be submitted no later than January 21, 2020.
(3) The term of the contract will be two years.

[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, 24 January, 2020

Question Answer Deadline : Tuesday, 21 January, 2020

Category : Call Center and Answering

Country : USA

State : Missouri

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