Call Center Tender - Remotely Tech Support Services

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Projects Details:

Type : Tender

Id : 12842189

Category : Call Center

Title : Remotely Tech Support Services

Estimated Budget : Request for Proposal

Total Requirement : Approximately 1600 to 2000 Calls per Month

Description :

We are Ireland based organization. We are looking for qualified and experienced service providers for our requirement of Remotely IT Help Desk Services. We have 1,100 PC’s & 150 laptops. Each PC is provided with the following applications and business tools: Lotus Notes, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Internet Explorer and Adobe Reader. Provider will provide, manage and maintain our Helpdesk service. The Helpdesk service shall comprise of (1.) a remote (telephone) support service, (2.) a desk side support service and (3.) a comprehensive incident control and management. The contract will be for 1 Year with the option of renewal. Approximately 1600 to 2000 calls per month.
Scope of services:

1. Provide telephone & email assistance in the technical problems related to Ms Office, Lotus Notes, Various Passwords Reset, New Account etc..
2. The Helpdesk service should be contactable at all times by telephone, e-mail, and Intranet.
3. Weekly, Monthly & Quarterly reports with varying criteria e.g.: number of calls by category, number of calls by location, number and type of calls by user, service and or category, percentage incidents solved etc.
4. The IT Helpdesk operates Monday to Friday, 08:00 to 17:30.
5. Provide onsite support where necessary.
6. Provider must have qualified staff.
   

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before 20th March, 2009 by 12:00 noon via post, courier or hand delivered only. This tender is global. The onsite and offsite work is included in this tender. For more information have a look on attachment.

Country : Ireland

Status : Closed

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