IT Helpdesk Support Services

The vendor required to provide IT level 1 helpdesk support services for the county’s users, software, hardware, and cloud environments.
- IT applications and typical support calls
1. County supported applications
•    Fresh service ITSM (ticketing and ITSM);
•    Microsoft office 365;
•    Printer logic;
•    Active directory; and
•    Remote access and VPN tools.
2. Typical support calls
•    Password resets and locked accounts;
•    Microsoft office product questions;
•    Email and spam filtering support;
•    Software conflicts when users move between remote and in-office locations;
•    Pc performance and connectivity issues;
•    Printer and scanner problems (using printer logic);
•    Workstation access and triage (remote login with county tools); and
•    Basic smartphone and mobile device support.
3. Statistics
•    Average number of support calls:  the daily average ticket count is approximately fifty (50) per day. 
•    Estimated average wait time for support calls: the estimated average wait time for support calls is between one (1) and three (3) minutes.
•    Estimated post support call work: IT is estimated that less than one (1) minute documentation work is performed by the current vendor for each request for support. 
•    Percentage of english and non-English requests for support: one hundred percent (100%) of the support calls in the last year were conducted in english. 
•    No support calls were conducted in Spanish.
•    Peak call volume: call volume is highest during the first two hours of the business day (8am to 10am).
•    Estimated percentage of support calls: IT is estimated that approximately seventy percent (70%) of support calls are resolved at first contact and the remainder of calls are escalated to level 2 or higher support to be addressed by the county.