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CC-2424 - USA (South Dakota) - Service Desk Services - Deadline September 12,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2424

Government Authority located in South Dakota; USA based organization looking for expert vendor for service desk services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 365 days service desk services.
- To establish 24 x 7 phone support, after-hours, holiday and weekend, offsite- on-shore Tier 1 information technology service desk services.
- Currently include 5 PM to 8 AM Monday through Thursday, and 5 PM Friday through 8 AM Monday (Central Time Zone), and 24 hours on all holidays
- Phone support will be provided for off-campus calls during after-hours, holidays, weekends, and overflow of on-campus calls during regular business hours. Regular business hours currently include Monday- Friday 8 AM-5 PM
- Knowledge Articles
- Quality, availability, responsibilities are agreed between the service provider and the service user
- Average Handle Time
- Total time taken from the start of the call until the customer hangs up
- Average Hold Time- Total time spent on a call placed on hold to look for the customer resolution
- First Call Resolution (FCR) -Percentage of all tickets created, resolved and closed
- Chat Services – may be required during contract period
- App Based services - may be required during contract period.
(2) All question must be submitted no later than August 23, 2022.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Monday, 12 September, 2022

Question Answer Deadline : Tuesday, 23 August, 2022

Category : Call Center and Answering

Country : USA

State : South Dakota

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