Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2373

Government authority located Alaska; USA based organization looking for expert vendor for Technology Services Desk and Call Center Services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide Technology Services Desk and Call Center Services to Desk Tier 1 Support and Call Center Services to Support Technician staffing
• 5:00 pm - 8:00 am, Monday through Thursday
• 5:00 pm Friday - 8:00 am Monday
• MOA Holidays 24 hours.
- IT SERVICE DESK TIER 1 TECHNICIAN
• Call Center Remote Support providing after-hours, weekend and MOA observed holiday coverage
• Tier 1 support provided during business hours through on-site resources
• Adherence to scheduled support hours
• Use of an ServiceDesk Plus for incident and request management.
• Adherence to ITIL best practices/standards for customer service
• Customer satisfaction-based performance quality, measured through customer surveys
• Monthly Performance Report with the following minimum metrics provided
o Total number of calls/tickets
o First call resolution percentage (excluding password resets)
o Top 5 incidents/request types (excluding password resets)
o Top 5 incident/request sources
o Top 3 recommendations for improving service
(2) All question must be submitted no later than June 29, 2022.
(3) A Non-Mandatory Pre-Proposal Conference will be held on June 28, 2022.

[*] Eligibility:

- Onshore (USA Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Monday, 1 August, 2022

Pre-proposal Conference Date : Tuesday, 28 June, 2022

Question Answer Deadline : Wednesday, 29 June, 2022

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

Country : USA

State : Alaska

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