Service Desk Management Software

The Vendor is required to provide service desk system to procure, implement, and configure a robust cloud-based system to streamline the management of support requests and enhance user experience within our organization, as well as to enhance efficiency, and streamline overall helpdesk support processes.
- Configure core workflows:
• Standard IT Help Desk (Incident Management, Service Requests)
1. IT Help Desk and Campus IT
• IT Help Desk
• Campus IT
- Systems & Infrastructure
• Telecom & Operations
• Client Systems
• System Management
• Network Management
• Database Operations
• Linux Operations
- Information Security
- Business Solutions
• Enterprise Applications
• Business intelligence
• Change Management (Changes to IT infrastructure)
1. Systems & Infrastructure
• Telecom & Operations
• Client Systems
• System Management
• Network Management
• Database Operations
• Linux Operations
- ERP (Service Requests and ERP System Changes)
1. ERP Support
• Financials
• HCM
• Campus Solutions
• ELM
2. ERP Security
• Financials
• HCM
• Campus Solutions
• ELM
- System Customization & Integration
• Define user roles and permissions.
• Implement custom fields, categories, and dedicated code as needed.
• Design entry forms for specific request types.
• Establish automation rules and escalation policies.
- Salesforce Integration
• Data Synchronization: Real-time synchronization of customer data between the service desk system and Salesforce CRM.
• Case Management: Ability to create and update Salesforce cases from within the service desk system.
• Contact Management: Integration with Salesforce contacts to provide a unified view of customer interactions.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 02, 2025