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CC-1983 - USA (Connecticut) - Information Technology Help Desk Services - Deadline June 18,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1983

Government authority located in Connecticut; USA, based organization looking for expert vendor for information technology help desk services.

[A] Budget: looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide information technology help desk services to handle calls for Student and Faculty/Staff.
- institution will forward incoming IT Support calls to the selected support Vendor and however, each institution will determine how they handle call forwarding to the selected support Vendor.
- provide feedback (coaching, questions, concerns, etc.) to each respective institution within 24 hours acknowledge time and 3 Business Days resolution time.
- Ticketing of all incoming support requests within the CSCU ticketing system via telephone call, email, live chat, and/or other media
- solution supports text messaging, social media, and/or any other communication channels.
- Ability to self-update web content
- Ability for users to view their case status
- Monthly individual Institution ticket reports to track call volume, identify call trends and pinpoint areas for improvement
- Place outbound calls from a phone line that is branded
- During institutional posted operating hours, all Classroom/Lab call support that cannot be resolved on First Call Resolution
- security vulnerability is identified within the hardware, operating system, or software application, Contractor Vendor reserves the right to take immediate action to mitigate risk to student data
- Peak call volume is heavier in the months of Mid-July, August, Mid-September, January, and May
- Login/Password reset, Software Installation, Network Issues, Desktop Support, Telephony troubleshooting
- Ability to export ticketing system data via secured email
- Ability to categorize different users and get notified of WO requests: VIP, chairs, deans, etc
- Call recording for quality assurance review Calls must be stored for CSCU access for 90 days and then archived for 1 year.
(2) Approximately call volume will be 45,000 - 50,000 inbound calls annually.
(3) All questions must be submitted no later than June 3, 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 location.

Expiry Date : Friday, 18 June, 2021

Question Answer Deadline : Thursday, 3 June, 2021

Category : Call Center and Answering

Country : USA

State : Connecticut

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