IT Helpdesk Support Services

The vendor required to provide IT helpdesk support services to level 1 helpdesk support services for the county’s users, software, hardware, and cloud environments.
- Current county 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.
- L1 support request intake and tracking
1. Single point of contact 
•    Provide an exclusively dedicated helpdesk that will be agency single point of contact for service requests for all IT-related issues.
2. Incumbent consultant’s open tickets
•    Consultant will take ownership of all existing open tickets in the fresh service ITSM from the incumbent provider of the service at the onset of the contract term
3. Interactive modes of communication
•    Services requests will be initiated through direct contact (phone, chat) or digital channels (email, web/mobile forms). 
•    Consultant and ITs staff must be proficient in all of these forms of communication. 
•    To allow calls for l1 support to be forwarded to consultant’s staff who will provide such services remotely, consultant will provide, and update during the contract term a current list of telephone numbers to which helpdesk calls may be forwarded from the county’s VoIP phone system.