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CC-1697 - USA (Massachusetts) - Help Desk Services - Deadline May 27,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1697

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

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 x 7 help desk services
- provide with between three (3) to seven (7) Help Desk Support Specialists to provide on-site, first line call answering and tech support for all types of workstations, printers, peripherals, software applications and helpdesk duties.
- All Help Desk Support Specialists should have experience working with, but not limited to, the following:
- Desktop and laptop computer system technologies.
- Printer and Scanner systems and technologies,
- Windows 7/10 operating systems,
- The Call Answering Service must also support the following:
- Staffed 24 hours a day and 7 days a week.
- Calls must be answered by a technician not sent to a voicemail box or auto-attendant type service.
- Ability to have multiple phone numbers for separation of call type purposes.
- Must have the ability to support 1000 calls a month for future growth.
- Vendor will assume all costs for providing and running this service,
- Help Desk Remote Call Answering Service:
- All calls will initially go directly to the provided on-site help-desk support specialists but will roll over and be forwarded to the vendor’s remote site when they are unavailable to take a call, at lunch or any time after hours. All calls forwarded to the remote call answering service will be logged into provided Help Desk Database and then, based on a pre-defined process, will be routed to on-call technician until the call is closed,
- The Remote Call Answering service must be located within the continental United States and staff must be able to speak and understand English clearly and concisely.
(2) Approximate call volume will be 700 calls a month.
(3) All questions must be submitted no later than May 18, 2020.

[C] Eligibility:

Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Wednesday, 27 May, 2020

Question Answer Deadline : Monday, 18 May, 2020

Category : Call Center and Answering, Staffing Services

Country : USA

State : Massachusetts

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