Posted Date : July 23,2019
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : ITES-2025
Government Authority located in Greenwich, Connecticut; USA based organization looking for expert vendor for overflow and off-hours IT tier-one support services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide overflow and off-hours IT tier-one support services to the government authority located in Greenwich, CT.
- Live answer of missed IT helpdesk telephone calls during business hours,
- Live answer of off-hours IT helpdesk telephone calls,
- Submit tickets directly to the IT department ticketing system,
- Resolve Tier-one issues for Office365, Windows, iPhone, iPad and password resets,
- initiate remote sessions with users,
- Escalate higher tier issues to IT staff,
- Integrate seamlessly and securely with current helpdesk contact methods and procedures,
- On-demand emergency response as an option for IT outages and disaster recovery situations,
- Option to provide ticketing systems to replace the current internal IT ticketing system,
- Option to triage IT helpdesk tickets submitted via email and resolve any tier- one issue,
- Provide 27x7x365 live answers,
- Vendor must provide a live dashboard showing statistics for calls, tickets, queues and escalations.
(2) All the questions must be submitted no later than July 31, 2019.
[C] Eligibility:
- Onshore (USA Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: August 13,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : ITES-2025
Government Authority located in Greenwich, Connecticut; USA based organization looking for expert vendor for overflow and off-hours IT tier-one support services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide overflow and off-hours IT tier-one support services to the government authority located in Greenwich, CT.
- Live answer of missed IT helpdesk telephone calls during business hours,
- Live answer of off-hours IT helpdesk telephone calls,
- Submit tickets directly to the IT department ticketing system,
- Resolve Tier-one issues for Office365, Windows, iPhone, iPad and password resets,
- initiate remote sessions with users,
- Escalate higher tier issues to IT staff,
- Integrate seamlessly and securely with current helpdesk contact methods and procedures,
- On-demand emergency response as an option for IT outages and disaster recovery situations,
- Option to provide ticketing systems to replace the current internal IT ticketing system,
- Option to triage IT helpdesk tickets submitted via email and resolve any tier- one issue,
- Provide 27x7x365 live answers,
- Vendor must provide a live dashboard showing statistics for calls, tickets, queues and escalations.
(2) All the questions must be submitted no later than July 31, 2019.
[C] Eligibility:
- Onshore (USA Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: August 13,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$