Helpdesk and Enterprise Service Desk System

The Vendor is required to provide helpdesk and enterprise service desk system must a unified interface for campus end-users while securely supporting distinct backend workflows for multiple departments, including it, facilities, strategic communications and marketing (SCM), copy center, digital learning center (DLC), and institutional research (IR).
- Global system requirements
• Modern user interface: the system must feature a modern, intuitive UI for both agents and end-users, and have dynamic functionality based on device.
• API and integrations: the solution must provide a robust, fully secure restful API implementing modern security best practices.
• Dedicated mobile app: a fully functional native mobile application is preferred.
• It must be available on both android and iOS platforms (a mobile friendly and mobile-responsive website will be evaluated if submitted as a part of this submission) to support field agents and user self-service.
• Billing and chargebacks: built-in support for billing codes, department attribution/chargebacks, and auto-generated invoices to support auxiliary services.
• Asset management: comprehensive tracking of campus assets (hardware, software, equipment) with the ability to link tickets to specific asset records.
• Reporting and analytics: real-time reporting and analytics dashboards that are customizable by user role.
• Workflows and automation: advanced workflow automation, automated ticket routing, and customizable approval processes.
- Department-specific functional requirements
1. Information technology (IT) and helpdesk:
• Secure authentication support including single sign on (SSO) using industry-standard protocols (e.g., SAML) and multi-factor authentication (MFA).
• Comprehensive deployment and administrative tools for system management.
• Advanced ticket creation, intelligent automated routing, and workload balancing.
• Internal helpdesk reporting, SLA management, and compliance auditing.
• Helpdesk is a sub area in it but supports other technology areas.
• Include description or workflow for high ease-of-use for employees and students submitting technical issues.
2. Digital learning center (DLC):
• Seamless API integration with the learning management system (MOODLE).
• High ease-of-use for instructors and students submitting technical issues.
• Highly usable and searchable knowledge base.
• Full support for mobile app functionality to assist remote learners.
3. Strategic communications and marketing (SCM):
• Work request intake and ticketing customized for marketing and communications projects.
• Advanced collaboration, task management, and file/asset library capabilities for creative media.
• Marketing analytics and campaign monitoring features.
• Integration with the copy center.
• Smart routing, approval workflows, and role-based access control for external and internal communications.