The county seeks a vendor to provide comprehensive 23x7x365 Tier 1 remote support IT service desk services. The selected provider will be responsible for continuous operation and must integrate all operational processes into the county’s current Service Desk platform, BOSS Desk, or another suitable service desk platform.

Key responsibilities include reducing time to acknowledge, triage, and resolve tickets in order to improve end-user satisfaction, responding promptly and efficiently to all incoming service requests via phone, email, portal, and chat, and following ITIL standards for troubleshooting and escalation. The vendor must answer all inbound IT assistance calls, monitor and process online tickets, and ensure all requests are handled appropriately.

Additionally, after the initial service transition, the vendor will participate in weekly calls with the county to discuss the transition progress until the county agrees to move to a monthly meeting schedule.