X
X

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

RFP Expired

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering Category/Categories.

If you will obtain monthly subscription for Call Center and Answeringcategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs