CC-1731 - USA (Colorado) - RFI for After Hours Service Desk Support - Deadline July 31,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1731

Government Authority located in Colorado; USA based organization looking for expert vendor for afterhours service desk support.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide afterhours technical call center support required to provide consistent, reliable support to the first responders within the City. The support needs to be able to perform first tier technical assistance to police and firefighters and be available outside normal City business hours which are Monday – Friday 0600-1800 MST. Any calls received during normal business hours would be handled by the City’s on-site technical support team.
- A technical support call center capable of handling approximately 5000 calls per year. Technical support will mostly be to unlock accounts and reset passwords in various systems including, but not limited to, Active Directory, ESS PeopleSoft, and other various applications. Any call that requires escalation will be documented using the standard ITSM ticketing system and escalated to be worked the following business day by City IT. Any calls reporting a major incident or outage will be escalated to the appropriate on-call team or technician for the impacted service.
- Provides front-line support to inbound requests submitted via Email, ticket portal, or phone.
- Conducts initial troubleshooting on a wide range of technology issues.
- Escalates unresolved requests to higher tiers.
- Contacts on-call support staff for high-impact incidents and outages.
(2) All question must be submitted no later than July 14, 2020.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 31 July, 2020

Question Answer Deadline : Tuesday, 14 July, 2020

Category : Call Center and Answering

Country : USA

State : Colorado

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