SW-47728 - Canada (British Columbia) - IT Managed and Security Management Services and Solution - Deadline September 24,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-47728

Government authority located in British Columbia; Canada, based organization looking for expert vendor for IT managed and security management services and solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide IT managed and security management services and solution to manage an IT environment with ITA’s technology profile.
- Strategic Review Meeting preparation to review and confirm aligned goals and direction across all responsibilities and service towers
- IT management, maintenance, and operations of ITA infrastructure, Service Desk, onsite support
- Ensure root cause analysis processes are being applied to recurring and high impact problems and that root causes are being accurately identified and properly addressed
- Ensure entire ITA IT environment is working according to design, including server, desktop, and network environment
- Perform analysis of ITA environment, including business and technical needs and acquiring ITA IT management direction and feedback
- Support IT Director in the process of annual budgeting, both for Operations
- Develop and maintain an Agreement-specific Standards and Procedures Manual covering full scope of engagement
- Record and track incidents
- Report appropriately to IT Director through incident management reports, including recommendations for change
- Maintain a continuous improvement program that improves help desk services using metrics to improve service delivery
- End-user problem notifications
- service desk services and infrastructure, including systems necessary to collect, document, track, manage, and report on all service desk contacts with ITA staff
- multiple alternative communications channels, including tollfree telephone number, voice messages, e-mail and web-based.
- case of voice communications, Service Desk staff should recognize that the call is coming from ITA before the call is answered
- Enable tickets to be categorized and prioritized based on business impact
- Create/manage/update and publish user documentation where indicated by contacts
- Provide end-to-end problem identification, recording, escalation, resolution and closure process
- Using defined standards / templates, issue broadcasts or other notices to provide status updates as required for planned and unplanned events
- Approve solutions that fulfill the business need while minimizing the need to call the help desk
- Review and approve policies for the use of remote control tools for maintenance and troubleshooting
- Maintain desktop patch level, update desktop system software, and maintain configuration and inventory information
- Manage ITA domain names, ensuring timely renewal
- Create, maintain, execute, and provide IT Director with forward-looking maintenance schedule
- Manage asset tagging process.
(2) All questions must be submitted no later than September 17, 2021.

[C] Eligibility:

- Onshore (Canada Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 24 September, 2021

Question Answer Deadline : Friday, 17 September, 2021

Category : Software, System and Application, IT Services (Computer Maintenance and Technical Services)

Country : Canada

State : British Columbia

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