Technology Call Center Answering Service

The Vendor is required to provide help desk services and troubles shooting for all technology related calls for a period of one year.
- After-hours phone calls will rollover to the on-call “answering service” (866) 868-9103 who will troubleshoot the problem and escalate if needed to a technology Service Desk team member that is on-call.
- The selected IT Answering Service will triage, and process technology all phone requests and incidents during non-business hours, Monday through Sunday.
- Also perform backup phone support during weather events, disasters and personnel schedule challenges.  
- Aside from 24/7 call handline, there are additional features the selected service should include:
•    Texting, emailing, paging, etc.
•    Online Portal access – Service Now ticket creation (Incidents and Requests)
•    On-Call dispatching
•    Text Response
•    Phone call follow-up
•    Access to a full set of call tracking analytics and performance information
- Our IT staff will provide on-call support coverage in the event of unexpected failure or significant issues with critical resources during non-business hours (weekdays after 5:30 p.m., weekends, and holidays).
- IT will assess a reported problem and determine a reasonable resolution plan based upon the severity of the problem and resources required.
- IT will work to resolve the problem as quickly as possible.
- After-Hours – Defined as 5:30 p.m. – 7:30 a.m. Monday-Sunday, and 12:00 am – 11:59 p.m. holidays and weekends.
- On-Call – Being available After-Hours to respond to initial notifications and being available to work on-site if support is required. After-hours duty means work beyond the initial call alerting the on-call staff to a possible problem. This includes work done while connected remotely from home or other locations, travel time to location, and work done on on-site.
- Agents answer calls 24/7, log contact information into your trouble ticketing system (or ours), and transfer callers to the correct department or contact person.