Germany - Help desk and support services

Description

The aim of the BGW is to provide employees and, in the area of online services, BGW customers with a functioning, service-oriented and competent point of contact for the service area service desk (call acceptance, processing, user support, procurement support and access to online services) and in the service area terminal device management (desktop support, IMAC/R services, desktop management and client management). The service desk is available to all employees (e-mail, telephone, in person). The Servicedesk performs its work at the head office in Hamburg. It is manned every working day between 6:00 and 18:30, whereby the staffing must take place in shift operation as required. The availability by telephone is at least 80% if the call is accepted within 30 seconds. A total of 14 service desk workstations are available. Experience has shown that approx. 6,200 inputs/month can be communicated to the service desk and approx. 620 local user supports/month, whereby this is not binding. For the provision of services, 13 full-time equivalents plus team leader are used in shift operation. In future, the client will use Valuemation from USU GmbH as its ITSM software. The service desk is based on good practice approaches according to the Information Technology Infrastructure Library - ITIL v3.In terminal device management, the Contractor provides services for at least the following client operating systems with at least the following technical competencies: - Microsoft Office and Microsoft Sharepoint:-- Create and manage simple and advanced documents,-- Format texts, paragraphs and sections,-- Create tables and lists,-- Create and manage simple and advanced references,-- Insert and format graphic elements,-- Manage document options and settings,-- Create custom Word elements, apply data formats and layouts,-- Create and manage worksheets and workbooks, charts, objects,-- Manage data cells and areas,-- Perform operations with formulas and functions, create advanced formulas,-- Manage workbook options and settings,-- Create and manage presentations,-- Insert text, shapes, charts, SmartArt and images,-- Apply transitions and animations,-- Manage Outlook environment for better productivity,-- Manage messages, schedules, contacts, groups, SharePoint sites - Focus on desktop and client management:-- Implementing Windows 10 and later Supporting the Windows 10 environment,-- Configuring and supporting core services,-- Managing and maintaining Windows,-- Configuring and maintaining a configuration management infrastructure including application and administration,-- Providing and maintaining operating systems with the configuration manager and extending the scope of administration The employee will set up and maintain a separate information portal/service portal based on Atlassian Confluence or Valuemation for all employees in addition to the existing information portal for service desk employees. This should enable the employees, for example, to search independently for solutions to acute problems, to reset passwords independently, to send standard requests automatically and much more. The contractor will sufficiently collect the processes and information in good time before the start of services and will train and instruct the personnel intended for the assignment in advance. The personnel currently employed by the current service provider is not employed by the AG. The Client shall not make any personnel available to the Contractor for the provision of services in the future. It is the sole responsibility of the Contractor to assess whether, against this background, there is a so-called transfer of business in accordance with § 613a BGB. Details on the type and scope of the service are given in the service description.

Opportunity closing date

16 December 2019

Value of contract

to be confirmed