Germany - IT Services: Consulting, Software Development, Internet and Assistance

Description

The aim of the tender is to conclude a framework agreement. The purpose of the invitation to tender is to select a service partner for supporting activities within the IT service desk at the regular location of the Hünfeld branch office.
The purpose of the invitation to tender is to select a service partner for the supporting activities within the IT service desk at the regular location of the Hünfeld branch office of the Hessische Zentrale für Datenverarbeitung. The IT Service Desk is the central point of contact for all IT faults and IT enquiries of the Hessian state administration and is available to users 24/7. In addition, the IT Service Desk is responsible for system monitoring of procedures and IT infrastructures of the Hessian state administration and is available to users 24/7. As the client, the IT Service Desk has the task of being the central point of contact ("SPOC" = Single Point of Contact) for all IT faults and IT enquiries of the Hessian state administration. The aim is to offer the state departments and authorities, and in some cases external customers, fast and qualified assistance with all IT technical faults and IT-related enquiries. For this purpose, binding tasks and ITIL processes have been established at the HZD. Based on these processes, the persons providing the service can handle the tasks independently.In order to be able to cover the tasks of the IT service desk in 24/7 operation, agent and senior agent are deployed in a network.Allocation agent / senior agent (guideline)- With a deployment of 12 persons on working days (3 senior agents and 9 agents).An increase of the maximum requirement and a possible increase of senior agents in the IT service desk is possible with a lead time of 4 weeks by the client if required.The main tasks include the following topics:Agent Telephony- Ensuring telephone availability in the call center,- Qualified acceptance of all incidents based on specifications,- Qualified processing of all processes according to instructions.Ticket Processing- Ticket creation, data maintenance and processing of forwarded support requests,- Qualification of the processes & forwarding to the downstream support units,- Documentation & processing of all processes based on the instructions in a knowledge database (WDB).ServiceRequests- Adoption of standard processes (e.g. password reset, unlocking) for various procedures,- Creation of SRs according to instructions.Knowledge database- Exact application and feedback on existing instructions,Senior AgentTelephony- Qualified acceptance of all incidents based on the specifications,- Qualified processing of all procedures according to the instructions,- Initial solution using checklists & the use of a knowledge database,Ticket processing- Qualification of the procedures & forwarding to the downstream support units,- Tracking of the fault clearance measures (tracking),- Independent development, further development of information and solutions within the framework of the activities carried out,- Support in the filling and maintenance of the knowledge database.Monitoring- Monitoring of the infrastructure by means of monitoring solutions,- Processing of available reports in accordance with instructions,- Information and communication with the responsible specialist groups.ServiceRequests- Creation and processing of SRs according to instructions,- Processing and checking of SR templates.Knowledge database- Checking and supplementing of instructions in the WDB,- Support in the creation of new instructions,- Support in specialist group meetings and videoconferences.Competence profile of the persons deployedIntroduction to the trouble ticket system used at HZD, to the existing knowledge database and to HP-Operation Manager will be provided by HZD.The contractor guarantees the following skills or characteristics.Service provider- Experience in call center or IT service desk activities (3 references),- High flexibility in the time availability of the agents,- Very good German and English skills in spoken and written by all agents,- Customer-oriented thinking and behavior.Agent- Relevant experience in dealing with telephone systems in the call center,- Experience with ITIL processes and their procedures,- Simultaneous telephoning and data entry on the PC (confident command of the keyboard),- Experience in processing procedures using knowledge database entries, action instructions and checklists,- Confident handling of a PC workstation (Windows; MS Office, esp. Outlook),- High ability to work under pressure, punctuality, reliability and ability to work in a team.Senior AgentIn addition to the competence profile of the agent:- Successful security check according to HSÜVG (Ü 2),- Studies with focus on computer science or equivalent professional experience,- Knowledge in the practical application of ITIL (ITIL Foundation certification),- Experience in the use of monitoring tools (analysis, action tracking and evaluations),- Experience in the elimination of faults according to specified instructions- On-call duty (fail-safe, staffing during peak loads),- Ability to explain complex issues verbally and to document them completely and comprehensibly in writing.

Opportunity closing date

23 April 2021

Value of contract

£1m-5m