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CC-2002 - USA (Massachusetts) - Helpdesk Support and IT Technology Services - Deadline June 24,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2002

Government authority located in Massachusetts; USA, based organization looking for expert vendor for helpdesk support and IT technology services.

[A] Budget: looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 helpdesk support and IT technology services.
- Physical connectivity and troubleshooting
- Wireless connectivity and troubleshooting
- Mobile device connectivity and troubleshooting
- Windows 7 and newer
- Mac OS X (10 or later)
- iOS
- Android
- Window Mobile
- End user (non-college owned hardware) PC support to include functionality, BHO/ActiveX, toolbars.
receive calls from client telephone lines that are designated for switchboard support and directory assistance.
-Agents will triage and transfer calls to the appropriate point of contact/department as per the knowledge base. The knowledge base will be initially created during discovery and implementation and will be expanded and adjusted during the contract period on a business needs basis.
- Phone average speed to answer: 30-60 seconds on an average per month basis.
- Email and ticket: Less than 2 hours to answer on a per-month basis average.
- Chat: Less than 5 minutes on a per month basis average to answer.
(2) A virtual pre-bid conference will be held on June 14, 2021.
(3) All questions must be submitted no later than June 17, 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 : Thursday, 24 June, 2021

Pre-proposal Conference Date : Monday, 14 June, 2021

Question Answer Deadline : Thursday, 17 June, 2021

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

Country : USA

State : Massachusetts

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