TBIPS – Help Desk Specialists - Level 2 (SIS)
Status Expired
Contract number 7453986
Solicitation number 23-238384/A
Publication date
Contract award date
Last amendment date
Amendment value
Status Expired
Contract number 7453986
Solicitation number 23-238384/A
Publication date
Contract award date
Last amendment date
Amendment value
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.
101-235 Terence Matthews Crescent
The contract will be for a period of 12 month(s), from 2023/10/30 to 2024/10/29.
CAD 409,292.00
A contracting officer can use limited tendering for specific reasons outlined in the applicable trade agreements. The reason for this contract is described below:
200 Promenade du Portage
200 Promenade du Portage