IT Service Desk and Deckside Support Services

  • Scope: The City is seeking a qualified Managed Service Provider (“MSP”) to operate as a single point-of-contact and to provide comprehensive IT Service Desk and Deskside Support services for IT incidents and service requests.
  • Technology Details: Technology support and problem resolution solution. The City I&T Service Desk is responsible for providing 24/7/365 accurate and timely tier 1 technology support and problem resolution to City Employees. They are also responsible for fulfilling complex and everyday service requests relating to PC, web services, server operations, the enterprise resource system and hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries; and assisting in the implementation of desktop hardware and software.