Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2840

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for after-hours help desk services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide after-hours help desk services.
- Provide after-hours and overflow, additional support to county employees in response to problems, errors encountered with computer related issues.
- Provider will answer help desk calls from client customers and use knowledge base provided by client to answer and resolve customer issues.
- Provider will log each call within their own system and provide all call ticket information to client per the agreed upon method.
- Call Takers for Provider will be knowledgeable in IT Support issues.
- Should be experienced in IT desktop support troubleshooting.
- Provider will answer help desk calls from client in a timely fashion and provide a call back method or voicemail system if an agent is not available.
- The Services shall be performed 7 days a week Monday thru Friday 4:30 p.m. - 7:30 a.m. EST and Saturday and Sunday 24x7 services are needed
- During the hours of 8:00 a.m. - 5:00 p.m. the client may require help with overflow calls during unexpected incidents saturating our on-premises call center.
(2) All questions must be submitted no later than September 29, 2023.
(3) The contract period will be for one year.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 18 October, 2023

Question Answer Deadline : Friday, 29 September, 2023

Category : Call Center and Answering

Country : USA

State : Pennsylvania

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