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Overflow Tier-One and Extended Hours IT Support Services
9/10/2024
-
Greenwich, CT
Town of Greenwich
Buyer seeks IT support provider to augment full-time IT staff. Services include overflow and extended hours 24x7x365 Tier-One Call Center support. Provider must offer immediate, relevant Tier-One technical support for Microsoft 365, Windows, iPhone, iPad, and password resets. Buyer requires seamless integration with current Helpdesk procedures and ticketing system.
- 7/31/2024 - Issue Date
- 9/10/2024 - Proposal Due Date
Refer to RFP
- Provide live answer IT Helpdesk support during business hours
- Offer extended hours support from 6pm to 7:30am
- Resolve Tier-One issues for Microsoft 365, Windows, iPhone, iPad
- Create and manage tickets in IT Department's ticketing system
- Escalate higher tier issues to Town IT staff
- Provide monthly metrics on call volume and issue types
- Integrate seamlessly with current Helpdesk procedures
- Initiate remote sessions for advanced troubleshooting
- Provide on-demand emergency response for IT outages
- Offer library of online how-to tutorials
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