ITES-2025 - USA (Greenwich, Connecticut) - Overflow and Off-Hours IT Tier-One Support Services - Deadline August 13,2019

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.

Expiry Date : Tuesday, 13 August, 2019

Question Answer Deadline : Wednesday, 31 July, 2019

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

Country : USA

State : Connecticut

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