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CC-1779 - Canada (Ontario) - Help Desk Support Services - Deadline September 30,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1779

Government Authority located in Ontario; Canada 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 help desk support services for all employees at health center, 7 days a week from 7:00am to 10:00pm.
- Ability to provide support during the following hours of operations at a minimum: 7 days a week from
7:00am to 10:00pm., Ability to provide a minimum of 1-2 days on-site support per week, per site. Frequency of on-site support will be driven by staff needs and based on urgency and service level agreements, Ability to receive requests over email and phone, Ability to resolve issues remotely, Ability to provide regular updates to staff on status of their request, Ability for staff to check on status of their request online, including information on estimated time to resolution, Ability to measure performance of all requests with respect to SLAs, Ability to measure staff satisfaction with each request, Experience providing similar services to comparable organizations (e.g., other CHCs or community service organizations), Speed to acknowledge/answer a request from end-users according to the requirements below during hours of operation: 90% calls answered by live IT support specialist, All emails acknowledged within 30 minutes, Ability to notify FHC immediately with respect to any issues related to FHC data including, but not limited to, unauthorized access, disclosure and use of personal health information or confidential information (e.g., stolen, lost data), Ability to follow and align to relevant FHC policies and position statements.
(2) All question must be submitted no later than September 18, 2020.

[C] Eligibility:

- Onshore (Canada Organization Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Wednesday, 30 September, 2020

Category : Call Center and Answering, IT Services (Computer Maintenance and Technical Services)

Country : Canada

State : Ontario

RFP Expired

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