Call Management Solution: After-Hours Tier 1 Service Desk Support

Central Ohio Transit Authority

Buyer seeks a qualified vendor to provide after-hours Tier 1 service desk support. The selected vendor will handle initial troubleshooting, ticket creation, and escalation for IT issues occurring outside normal business hours. The contract will run for 3 years, starting February 1, 2025. The vendor must integrate with buyer's existing systems and maintain service level agreements for prompt response and resolution times.

• 2/1/2025 - Contract Start Date
• 11/20/2025 - Proposal Due Date
• 1/31/2028 - Contract End Date

• Minimum 3 years providing call management or helpdesk support solutions
• Experience with Cireson/ITSM Ticketing System and NICE CXone phone system
• Employ trained Tier 1 service desk professionals

• Handle initial troubleshooting for IT issues outside normal business hours
• Create and manage tickets in COTA's service desk ticketing system
• Provide Tier 1 support for common IT issues
• Escalate critical incidents per COTA's service level agreements
• Deliver daily or weekly reports on call metrics and resolutions
• Maintain service level agreements for response and resolution times
• Ensure full coverage during non-business hours, weekends, and holidays
• Integrate with COTA's existing ticketing and phone systems