TBIPS – Help Desk Specialists - Level 2 (SIS)

Status Awarded

Contract number 7454239

Solicitation number 23-238384/A

Publication date

Contract award date

Contract value

CAD 320,796.00


    This contract was awarded to:

    Kyndryl Canada Limited; ISM Information Systems Management Corporation in JOINT VENTURE

    Description of Work:

    The requirement is for client-focused resources who can provide IM/IT support over the telephone, in tickets (Service Requests and Incidents), by email and using chat tools. They support the Department of Foreign Affairs, Trade and Development’s (DFATD) clients, including DFATD employees, contractors and our partners and co-locators with network accounts, working from home or from a DFATD location in Canada and globally.

    Help Desk agents are required to work at the Service Desk (IM/IT call centre) on a rotating shift schedule (8 hour shifts, includes an unpaid half hour meal break) and provide continuous 24/7/365 IM/IT operational support.

    DFATD has an ongoing, operational requirement to have contractors fulfill the role IM/IT Service Desk Agents.

    The objective of DFATD is to operate the IM/IT Service Desk with agents (24/7/365) who are responsible for complex information management and information technology (IM/IT) incident/problem troubleshooting, resolution and escalation as they pertain to the ministry’s global IM/IT infrastructure and its respective software and hardware.

    DFATD will be awarding up to three (3) contracts for a total of 10 resources combined.

    Business address

    135 Laurier Avenue West

    Ottawa, Ontario, K1P 5J2
    Notice type
    RFP against Supply Arrangement
    Procurement method
    Competitive – Selective Tendering
    Selection criteria
    Highest Combined Rating of Technical Merit and Price
    Region(s) of delivery
    National Capital Region (NCR)

    Contract duration

    The contract will be for a period of 12 month(s), from 2023/11/13 to 2024/11/12.

    Commodity - UNSPSC

    • 81111811 - Technical support or help desk services

    Trade agreements

    • World Trade Organization Agreement on Government Procurement (WTO GPA)
    • Canada-Chile Free Trade Agreement (CCFTA)
    • Canada-Peru Free Trade Agreement (CPFTA)
    • Canada-Colombia Free Trade Agreement
    • Canada-Panama Free Trade Agreement
    • Canada-Honduras Free Trade Agreement
    • Canada-Korea Free Trade Agreement (CKFTA)
    • Canadian Free Trade Agreement (CFTA)
    • Canada-European Union Comprehensive Economic and Trade Agreement (CETA)
    • Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
    • Canada-Ukraine Free Trade Agreement (CUFTA)

    Reason for limited tendering

    A contracting officer can use limited tendering for specific reasons outlined in the applicable trade agreements. The reason for this contract is described below:

    • None
    Contact information

    Contracting organization

    Department of Foreign Affairs, Trade and Development

    200 Promenade du Portage

    Gatineau, Quebec, J8X 4H4
    Contracting authority
    Cadmiel Martel
    (613) 791-6369

    200 Promenade du Portage

    Gatineau, Quebec, J8X 4H4
    Date modified: