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SW-40369 - USA (Ohio) - Help Desk Service Provider - Deadline February 12,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-40369

Government Authority located in Ohio; USA based organization looking for expert vendor for help desk service provider.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide a hybrid helpdesk with a contracted vendor and a local call center comprised of a full-time team member and a number of student employees.
- The current solution supports this incident intake arrangement and leverages our licensed ITIL platform that delivers service catalog, knowledge base, project management, and time tracking functionality.
- University desires to identify a help desk provider that can continue our hybrid arrangement with local and student employees, and integrates with our current ITIL platform (KB, Service Catalog, etc.)
- Software must accommodate up to 300 technicians which include staff from central IT as well as from colleges and campuses across the University. This staff consists of a mix of full-time employees as well as part-time student employee staff.
- The software will be used as the core of the central IT helpdesk and as the University’s technical ticketing system. We currently handle about 52,000 tickets per year. In addition to supporting our University student, faculty, and staff, we support our Alumni, future students, and parents.
- This users community is comprised primarily of 43,000 active students, 4905 faculty and staff with additional alumni and guests for a total of 300,000+ users.
- At the helpdesk, we currently interact with users over the phone and via chat and would like to expand to social media, email and SMS text message.
- Currently, our phone system and ticketing system are not integrated. We have a desire to explore integrating these systems. Additionally, our ticketing system currently has 160 queues and 310 routing rules. Please describe how your system assists in these functions.
(2) All the questions must be submitted no later than January 27, 2021

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 12 February, 2021

Question Answer Deadline : Wednesday, 27 January, 2021

Category : Software, System and Application, Call Center and Answering

Country : USA

State : Ohio

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