CC-1987 - USA (Connecticut) - Inbound and Outbound Information Technology Help Desk Services - Deadline June 18,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1987

Government Authority located in Connecticut; USA based organization looking for expert vendor for inbound and outbound information technology help desk services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound information technology help desk services to partner with a company to provide telephone, chat and e-mail support services to handle calls for Student and Faculty and staff IT support services.
- Inbound Call Center requirements: Ticketing of all incoming support requests within the ticketing system via telephone call, email, live chat, and other media
- Ticketing – Describe the ticketing system that you provide as part of your solution, including its integration with each institution’s email system
- Telephone – Integrate with Institution’s telephone system
- Email – Integrate with Institution’s email system
- Chat – Describe the chat system that you provide as part of your solution
- Other Media – Describe how your solution supports text messaging, social media, and any other communication channels
- Emergency postings
- Support articles
- General Help Desk contents
- Hosts documents, videos, web content
- Hosts downloadable files (e.g., package and .exe)
- Ability to self-update web content
- Outbound Calls requirements: During institutional posted operating hours, all classroom and lab call support that cannot be resolved on first call resolution needs to be a warm transfer upon request of institution
- Real time data will be available at the detail and summary level from the phone system and ticketing system
(2) All question 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 premises.

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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