Posted Date : October 08,2019
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : STFF-3622
Government Authority located in California; USA based organization looking for expert vendor for 24/7 helpdesk staff augmentation services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide 24/7 helpdesk staff augmentation services to the government authority located in California.
- Vendor to provide 24/7/365 technical helpdesk services for all first contact support requests across the full portfolio of technical solutions on campus,
- Selected vendor to do bi-directional integration with ServiceNow to effectively manage service call related data elements through the entire path of the support ticket life cycle,
- Vendor to provide a single point of contact for escalated supported technology issues,
- Vendor to assist in communication and workflow,
- Vendor to provide skilled staff 24 hours a day 7 days a week for 365 days a year,
- Vendor to be able to add additional staff as needed to support increased contact volume during times of new service deployments or other times as requested,
- Vendor to provide a toll-free phone number for UCR faculty, staff and students to call and provide the ability for customers to submit support requests,
- Vendor to escalate service requests to ITS when unable to resolve through initial contact, regardless of intake method (phone call, support ticket, chat, etc),
- Vendor to escalate priority calls to ITS staff per defined escalation and resolution process,
- Vendor to assist ITS staff in the deployment of customer web interface for online submission of issues and requests for assistance,
- Vendor to provide ITS with a triaged response metrics that identifies the escalation process and the next level of support.
(2) All the questions must be submitted no later than October 21, 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.
Budget :
Deadline to Submit Proposals: October 28,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
![]()
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : STFF-3622
Government Authority located in California; USA based organization looking for expert vendor for 24/7 helpdesk staff augmentation services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide 24/7 helpdesk staff augmentation services to the government authority located in California.
- Vendor to provide 24/7/365 technical helpdesk services for all first contact support requests across the full portfolio of technical solutions on campus,
- Selected vendor to do bi-directional integration with ServiceNow to effectively manage service call related data elements through the entire path of the support ticket life cycle,
- Vendor to provide a single point of contact for escalated supported technology issues,
- Vendor to assist in communication and workflow,
- Vendor to provide skilled staff 24 hours a day 7 days a week for 365 days a year,
- Vendor to be able to add additional staff as needed to support increased contact volume during times of new service deployments or other times as requested,
- Vendor to provide a toll-free phone number for UCR faculty, staff and students to call and provide the ability for customers to submit support requests,
- Vendor to escalate service requests to ITS when unable to resolve through initial contact, regardless of intake method (phone call, support ticket, chat, etc),
- Vendor to escalate priority calls to ITS staff per defined escalation and resolution process,
- Vendor to assist ITS staff in the deployment of customer web interface for online submission of issues and requests for assistance,
- Vendor to provide ITS with a triaged response metrics that identifies the escalation process and the next level of support.
(2) All the questions must be submitted no later than October 21, 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.
Budget :
Deadline to Submit Proposals: October 28,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$