IT Service Center Services

The Vendor is required to provide remote IT Service Center support for prospective and current students, faculty, and staff.
- Operate a multi-channel service center to deliver technical assistance for agency applications, learning technologies, hardware, software, and mobile devices. 
- Services include first-contact resolution, incident management, reporting, escalation, and compliance with agency security standards. 
- All services must be delivered remotely, with no on-site support required.
- The Contractor will ensure the IT Service Center accurately and efficiently resolves and closes at least 90% of all incoming calls, emails, and chats on the first contact.
- The IT Service Center shall maintain robust reporting and escalation procedures to promptly report and alert agency of any new issues, patterns, or emerging trends.
- Provide Level 1 IT technical support 24 hours a day, 7 days a week, 365 days a year (24x7x365), including holidays. 
- Students, faculty, and staff (“Users”) must be able to contact the IT Service Center via multiple channels. 
- Historical distribution for the various contact methods is as follows:
• Calls – 60%
• Chat – 8%
• Email – 25%
• Web-to-case – 7%
- Must be able to adjust staffing as required to support contact volume changes and continue to meet service level targets.
- Provide all contact center support staff, including a program manager, supervisors, workforce management, quality assurance, knowledge management, and reporting analysts.
- All calls/chats/contacts into the IT service center must be answered by a live representative. 
- Support requests will be logged by the contact center staff.
- Contact center personnel must be fluent in English and be easy to understand with excellent communication skills.
- Must use contact data and trends to identify, implement, and monitor support improvements.
- Must ensure dedicated supervisory personnel or lead agent(s) are always available for consultation for each shift (7 days a week) to provide guidance on further troubleshooting before ticket escalation.
- Online web-based knowledge management content that will provide self-help capability for users and ensure support alignment by agents must be developed and updated regularly.
- Must be analyzed to identify or recommend remedial programs to minimize or eliminate recurring problems.
- Follow up on all negative surveys from users and review all surveys on a daily and monthly basis.
- Must record, troubleshoot, and resolve questions and issues for users for all institution-supported/approved technology including passwords, login, network or internet connectivity, firewalls, browser, virus protection, spyware, basic email, agency learning experience online (LEO) by desire to learn (d2l), VPN, virtual desktops SQL and other desktop software questions.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: September 15, 2025