CC-1932 - USA (California) - Help Desk Support Services - Deadline May 6,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1932

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide help desk support services to coordinate and respond to incidents and service requests made by agency end-users and technical staff.
- The help desk shall act as the single-point of- contact for resolution and escalation of all incidents and service requests related to all technical and non-technical requests
- Provide Level 1 Help Desk support over the phone
- Connect to IT Service Management systems while providing Helpdesk support
- Document and track all caller and customer contact via telephone into the district’s service now
CSM platform
- IT Service Desk hours are Monday - Friday from 7:30 a.m. to 5:00 p.m. local time
- Department is averaging 20K non-technical monthly calls during most of the school year, but ramping up to nearly 60K calls for the start of the school year 7000-14000 technical IT Service Desk tickets are opened per month through the central Help Desk
- Computing equipment has been standardized on iPads, Chromebooks, MacOS devices and Windows 10 devices
(2) All question must be submitted no later than April 16, 2021.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Thursday, 6 May, 2021

Question Answer Deadline : Friday, 16 April, 2021

Category : Call Center and Answering

Country : USA

State : California

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