Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2871

Government Authority located in Massachusetts; USA based organization looking for expert vendor for IT help desk support call center service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide IT help desk support call center service to receives and routes public calls to the campus that need personal help (there is an automated call tree that users must navigate first).
- 365x24x7 Tier 1 call center to supplement the Information Technology Services helpdesk support personnel and telephone operator.
- voice calls to the helpdesk will first be handled by the call center and then either closed or expedited in a ticket to our staff.
- Tickets in a generic queue converted from email by Jira or entered by the end-user. These tickets will need to be assigned to the correct queue if the call center is unable to first solve the issue.
- General IT support for computers, laptops, and tablets with both PC and Mac operating systems including network and wireless network connectivity.
- Email and communication software (Outlook, Microsoft Teams for video can telephone calls, & Zoom)
- Calls, emails, and chat sessions will be handled by skilled, US-based support technicians and engineers
- Email inquiries will be responded to within 60 minutes.
- Daily recorded samples of customer service calls and chats will be provided for training and coaching.
(2) All questions must be submitted no later than October 27, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 10 November, 2023

Question Answer Deadline : Friday, 27 October, 2023

Category : Call Center and Answering

Country : USA

State : Massachusetts

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