Posted Date : November 02,2020
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : STAFF-4949
Government Authority located in Omaha, Nebraska; USA based organization looking for expert vendor for outsourced help desk support services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide outsourced help desk support services experience with higher education institutions of comparable size and multi-campus implementations to the government authority located in Omaha, NE.
a) Details about their Help Desk support functionality, including, but not limited to:
i) A provider to deliver a unified/seamless frontline customer experience
ii) Multi-channel (phone, email, SMS, chat) contact options.
iii) Increased first-contact resolution (FCR)
iv) US Based, preferably with Midwest operations
v) Familiar with current ITIL processes
vi) Familiar with or active member of Help Desk Institute (HDI)
vii) Customizable to meet the university’s ever-changing needs.
viii) Ability to support the major systems at the University
(1) Microsoft 365
(2) Canvas Learning Management system
(3) VidGrid, Video Platform
(4) Turnitin, Plagiarism Platform
(5) SailPoint Identify Management system
(6) Duo two-factor
(7) Proofpoint email protection services
(8) Palo Alto Cortex endpoint protection
(9) Zoom video conferencing
- Provide support metric reports to include:
i) Monthly/Quarterly/Annual performance reports based on defined measurements
ii) KPIs/SLA
(1) Time to respond based on contact method
(2) Abandoned rate
(3) First Contact Resolution
iii) Top trending issues
iv) Volume by contact method (phone, ticket/email, chat)
- Average initial implementation costs and timeline for similar size institutions
- Annual cost for 24/7/365 support
- Annual cost for 12/7/365 support
- References from other comparably sized public higher education institutions, academic health centers currently using their Help Desk services.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be ONsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: November 20,2020
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 : STAFF-4949
Government Authority located in Omaha, Nebraska; USA based organization looking for expert vendor for outsourced help desk support services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide outsourced help desk support services experience with higher education institutions of comparable size and multi-campus implementations to the government authority located in Omaha, NE.
a) Details about their Help Desk support functionality, including, but not limited to:
i) A provider to deliver a unified/seamless frontline customer experience
ii) Multi-channel (phone, email, SMS, chat) contact options.
iii) Increased first-contact resolution (FCR)
iv) US Based, preferably with Midwest operations
v) Familiar with current ITIL processes
vi) Familiar with or active member of Help Desk Institute (HDI)
vii) Customizable to meet the university’s ever-changing needs.
viii) Ability to support the major systems at the University
(1) Microsoft 365
(2) Canvas Learning Management system
(3) VidGrid, Video Platform
(4) Turnitin, Plagiarism Platform
(5) SailPoint Identify Management system
(6) Duo two-factor
(7) Proofpoint email protection services
(8) Palo Alto Cortex endpoint protection
(9) Zoom video conferencing
- Provide support metric reports to include:
i) Monthly/Quarterly/Annual performance reports based on defined measurements
ii) KPIs/SLA
(1) Time to respond based on contact method
(2) Abandoned rate
(3) First Contact Resolution
iii) Top trending issues
iv) Volume by contact method (phone, ticket/email, chat)
- Average initial implementation costs and timeline for similar size institutions
- Annual cost for 24/7/365 support
- Annual cost for 12/7/365 support
- References from other comparably sized public higher education institutions, academic health centers currently using their Help Desk services.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be ONsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: November 20,2020
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$