NPP - Department of Justice Canada Service Desk - Help Desk Specialists (Level 2)

NOTICE OF PROPOSED PROCUREMENT (NPP) For TASK BASED INFORMATICS PROFESSIONAL SERVICES (TBIPS)

GSIN: D302A INFORMATICS PROFESSIONAL SERVICES

Reference Number: 1000028813

Solicitation Number: 1000028813

Organization Name: Department of Justice Canada

Solicitation Date: 2020-10-19

Closing Date: 2020-11-23 02:00 PM Eastern Standard Time EST

Anticipated Start Date: 2021-01-04

Estimate Level of Effort: Unknown – Task Authorization Contract for services as and when required, award value: $2,000,000.00 including taxes

Contract Duration: The contract period will be from the date of contract to March 31, 2026

Solicitation Method: Competitive

Comprehensive Land Claim Agreement Applies: No

Number of Contracts: One (1)

Applicable Trade Agreements: Canada Free Trade Agreement (CFTA), World Trade Organization (WTO), Canada-Chile Free Trade Agreement, Canada-Columbia Free Trade Agreement, Canada-Panama Free Trade Agreement, Comprehensive Economic and Trade Agreement (European Union), Canada-Honduras Free Trade Agreement, Canada-Korea Free Trade Agreement, Canada-Peru Free Trade Agreement, Canada-Ukraine Free Trade Agreement, Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)

Requirement Details

Tendering Procedure: Selective Tendering

This requirement is open only to those TBIPS Supply Arrangement Holders who qualified under Tier 1 for services in the National Capital Region for the following categories:

TBIPS Resource Category: B.10 Help Desk Specialist

Level of Expertise: Level 2

Number of Resources Required: Two (2)

The following SA Holders have been invited to submit a proposal:

1. 8si Inc.

2. ADGA Group Consultants Inc.

3. ALITHYA CANADA INC

4. Belham PDS Inc.

5. Calian Ltd.

6. Cofomo Inc.

7. Cofomo Ottawa

8. Coradix technology Consulting Ltd.

9. Donna Cona Inc.

10. MaxSys Staffing & Consulting Inc.

11. Michael Wager Consulting Inc.

12. Newfound Recruiting Corporation

13. Quarry Consulting Inc.

14. Solutions Moerae Inc

15. Tundra Technical Solutions Inc

Description of Work:

Justice’s Service Desk has been outsourced for the past 15 years. A Service Desk Modernization Project has been initiated to put in place an in-sourced service desk solution. This renewed Service Desk will provide comprehensive, timely and effective IT support services to Justice staff using industry best practices and self-help technologies. Agents are responsible for complex information management and information technology (IM/IT) problem troubleshooting, resolution and escalation as they pertain to Justice’s infrastructure and its respective software and hardware.

Professional Services are being sought to provide specialized support to the Service Desk Modernization project for the new Service Desk team. The Contractor must provide ongoing resources (on an as and when-required basis) to address temporary capacity issues.

Help Desk Specialists must possess very strong client service and client relation skills as the workload can be heavy and clients are often faced with difficult and very limiting situations. These clients need to be treated with the upmost courtesy, respect, understanding and efficiency.

Help Desk Specialists are responsible to troubleshoot and document hardware and software related service requests associated with both classified and un-classified Justice networks as well as issues associated with various departmental mobility tools such as laptops, tablets, remote connections/network access, and virtual private networks.

The responsibilities of the Help Desk Specialists may include, but are not limited to, the following tasks:

• Receive incident and service requests from end-users via intake channels (phone, email and portal), conduct initial problem analysis and triage for processing;
• Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;
• Perform initial problem analysis and triage problem to appropriate staff when appropriate;
• Respond to the user within established SLA;
• Receive requests for supports from VIP clients, create service requests for them and assign to support team;
• Escalate tickets if unable to resolve the ticket, if the issue is beyond their expertise or allocated time has elapsed;
• Communicate and track of major IT Incidents, IT Problems and trends;
• Maintain liaison with end users and technical staff to communicate the status of incident/problem resolution to end users; log and track requests for assistance;
• Once a resolution is provided, follow-up with user and close the ticket;
• Attend any required training/information sessions and meetings;
• Stay current and informed on Government of Canada and Justice relevant technology, program services, trends and issues;
• Perform other related duties incidental to the work described herein.

Security Requirement:

Minimum Corporate Security Required: designated organization screening (DOS)

Minimum Resource Security Required: Enhanced Reliability

Contract Authority

Name: Kayla Pordonick

Phone Number: 613-301-9709

Email Address: Kayla.Pordonick@justice.gc.ca

Inquiries

Inquiries regarding this RFP requirement must be submitted to the Contracting Authority named above. Request for Proposal (RFP) documents will be e-mailed directly from the Contracting Authority to the Qualified Supply Arrangement Holders who are being invited to bid on this requirement. BIDDERS ARE ADVISED THAT “BUYANDSELL.GC.CA” IS NOT RESPONSIBLE FOR THE DISTRIBUTION OF SOLICITATION DOCUMENTS. The Crown retains the right to negotiate with any supplier on any procurement. Documents may be submitted in either official language.

NOTE: Task‐Based Informatics Professional Services (TBIPS) Method of Supply is refreshed three (3) times per year. If you wish to find out how you can be a “Qualified SA Holder”, please contact RCNMDAI.‐NCRIMOS@pwgsc.gc.ca