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ITES-1981 - USA (Cleveland, Ohio) - Information Technology Desk Services - Deadline June 27,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: ITES-1981

Government Authority located in Cleveland, Ohio; USA based organization looking for expert vendor for information technology desk services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide information technology desk services to the government authority located in Cleveland, OH.
- Service Desk hours are Monday – Friday, 7:00am to 5:00pm, field technician and service desk agent hours are consistent with school open times and administration hours of operation, tickets are generated by self-service catalog or from phone calls.
- Information technology landscape which includes network hardware infrastructure such as servers, routers, switches, data and phone lines, network/internet/intranet software infrastructure such as email and portals, end-user devices & supplies includes but is not limited to windows based, android, and apple devices, printers, VoIP phones, video conferencing, mobile devices, interactive
devices, smartboard, audio and visual equipment, point-of-sale (POS), peripherals, end device operating system and basic productivity software, device management applications, such as system center configuration manager (SCCM), mobile device management (MDM), support for student/parent/staff access, instructional management systems (e.g., Pearson school net), diverse instructional software applications, instructional content including lesson plans and eBooks, student support services tools and integration, enterprise resource planning tools for finance, talent, and other departments, business process systems such as procurement and food services and external partner data exchange.
- Service Desk Agent Duties: support includes but is not limited to interacting with end-users by
way of the work order tickets, phone calls or in person, provides contact point to the service desk, engage customers and record details for service work order tickets, offer solutions to customer issues/inquiries to prevent a delay of resolution, provide basic application support for enterprise Applications, such as: ERPs, Microsoft Office 365 Suite, include phone issues (portal access, features and voicemail), open a ticket for all customer inquiries and issues; close service desk agent ticket after the resolution, provides local and remote support, provide a high level of customer service to the user population that is both warm and professional at all times, establish and maintain a sound working relationship between the technology department and the end-user, provides how-to documentation to end-users as needed and performs other duties as assigned.
(2) A pre-proposal conference will be held on July 11, 2019.
(3) All question must be submitted no later than July 12, 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 : Thursday, 27 June, 2019

Pre-proposal Conference Date : Thursday, 11 July, 2019

Question Answer Deadline : Friday, 12 July, 2019

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

Country : USA

State : Ohio

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