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CC-1935 - USA (New Jersey) - Inbound and Outbound IT Help Desk Services - Deadline May 10,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1935

Government Authority located in New Jersey; USA based organization looking for expert vendor for inbound and outbound IT help desk services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound IT help desk services to identify one or more IT Help Desk service providers who have a track record of success in providing IT Help Desk services in both 24/7/365 and after-hours format, and are willing to participate in a Master Agreement which would allow Edge Members and Edge Market Participants to enter into a single or multi-year contract for IT Help Desk services.
- 24/7/365 IT Help Desk services to Higher Education clients
- After-Hours IT Help Desk services to Higher Education clients
- 24/7/365 IT Help Desk services to K-12 clients
- After-Hours IT Help Desk services to K-12 clients
- 24/7/365 IT Help Desk services to Local Government clients
- After-Hours IT Help Desk services to Local Government clients
- 24/7/365 IT Help Desk services to Healthcare clients
- After-Hours IT Help Desk services to Healthcare clients
- Microsoft Office 365 products (client and online versions)
- Microsoft Windows OS and basic functionality of operating systems
- Google G Suite
- Various web browsers (Chrome, Edge, Firefox, etc.)
- Video Conferencing (Zoom, WebEx, Teams, etc.)
- Provide inbound call management
- Manage all technical and non-technical calls (i.e., software application support, compatibility, connectivity issues, basic hardware support, configuration, backup, academic systems password resets, upgrades, virus protection, etc.)
- Assign tracking numbers and track for resolution
- Manage Help Desk resource planning provider will be solely responsible for its own resource management, payroll, taxes, and benefits
- Provide Client Technical Support Staff access to Help Desk software and database
- Call Volume (aggregate and segmented by faculty, student, staff)
- Types of Calls Received
- Call Handle Times
- Speed of Answer and Hold Time
- Abandoned Calls
- Problem Calls Escalated to the Client Technical Support Staff for Resolution
(2) All question must be submitted no later than April 27, 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 : Monday, 10 May, 2021

Question Answer Deadline : Tuesday, 27 April, 2021

Category : Call Center and Answering

Country : USA

State : New Jersey

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