TBIPS - B.10 Help Desk Specialist - Level 1 and Level 2 - Industry Canada

This requirement is for Industry Canada.  This is a re-tender of a TBIPS requirement that was issued on July 7, 2014.

This requirement is open only to those Supply Arrangement Holders who qualified under:
		Tier “1” (= $0-$2M) stream for Business Services.

This requirement is open only to those invited TBIPS Supply Arrangement Holders who qualified under the categories for:  B10 – Help Desk Specialist – Level 1 and Level 2

The following SA Holders have been invited to submit a proposal.  All suppliers indicated below were either invited or asked to be invited on original requirement.  IC also added five additional random selections.  This requirement and is limited to the suppliers below:

Adecco Employment Services Limited/Services de placement Adecco Limited
ADRM Technology Consulting Group Corp
Aerotek ULC o/a TEKsystems Canada
ARTEMP Personnel Services Inc.
B.D.M.K. Consultants Inc.
BBG Management Corporation
Calian Ltd.
Cistel Technology Inc., TECSIS Corporation in Joint Venture
Cistel Technology Inc.
Compugen Incorporated
Dare Human Resources Corporation
Excel Human Resources Inc.
IT/NET Ottawa Inc., KPGM LLP, in JV
iVedha Inc.
Logic 2000 Incorporated
Logic 2000 Incorporated, InRound Innovations Inc, Wilcom Systems Ltd, The Devon Group Ltd,
	Spearhead Management Ltd, Epixus Inc, Protak Consulting Group Inc, JOINT VENTURE
NRNS Incorporated
Portage Personnel Inc.
PrecisionIT Inc,IDS Systems Consultants Inc., PrecisionERP Incorporated, in JOINT VENTURE
Procom Consultants Group Ltd.
S.i Systems Ltd.
Solutions Moerae Inc. 
The Bell Telephone Company of Canada or Bell Canada/La Compagnie de Téléphone Bell du 
	Canada ou Bell Canada
WorldReach Software Corporation
Yoush Inc.

NOTE:  Only invited bidders can summit a proposal for this TBIPS

Description of the requirement:

IC requires Help Desk Specialists to supplement existing resources on an "as and requested" basis.  The breakdown in Help Desk levels are as follows: at any given time, a maximum total of 10 resources will be used for the work. The group of resources will consist of up to 10 Level 1 Help Desk Specialists resources and/or up to 10 Level 2 Help Desk Specialist resources.  Suppliers are to bid 5 Level 1s and 5 Level 2s at bid closing.

Help Desk Specialist Level 1 responsibilities include but are not limited to:

•	Initial receipt of client requests for assistance received by telephone, e-mail or other means of communication, entry of information related to these requests into the departmental incident and problem tracking systems;
•	Provide first level support to resolve client requests for assistance including remote control of client workstations;
•	Dispatch second level support if required;
•	Installation, maintenance, and troubleshooting of hardware and software at the user workstation;
•	Roll out of new/updated software on workstations;
•	Installation, maintenance, and troubleshooting of operating systems at the user workstation;
•	Installation, maintenance, and troubleshooting of desktop connectivity, multi-media kits, patch cables, RAM, video cards etc.
•	Installation of new users' PC's;
•	Installation, maintenance, and troubleshooting of network printers; and
•	Set up of remote access PC's, laptops, printers, modems, and software.

Help Desk Specialist Level 2 responsibilities include but are not limited to:

•	Provide technical expertise/advice to IT Service Desk/Desktop Support Junior level resources;
•	Monitor the IT Service Desk's telephone systems;
•	Contact clients to follow-up on completed calls and to determine level of user satisfaction based on follow-up questionnaire;
•	Input data into the departmental incident and problem tracking systems; 
•	Installation, maintenance, and troubleshooting of hardware and software at the user workstation;
•	Roll out of new/updated software on workstations;
•	Installation, maintenance, and troubleshooting of operating systems at the user workstation;
•	Installation, maintenance, and troubleshooting of desktop connectivity, multi-media kits, patch cables, RAM, video cards etc.;
•	Installation of new users' PC's;
•	Installation, maintenance, and troubleshooting of network printers; and
•	Set up of remote access PC's, laptops, printers, modems, and software.

Proposed Period of Contract 

Initial Contract Period:  Contract award to December 31, 2015 plus 2 option year periods

File Number:  		IC401418
Contracting Authority:	Tony Eyre
E-Mail:			tony.eyre@ic.gc.ca

NOTE: Task-Based Informatics Professional Services (TBIPS) Method of Supply is refreshed on an annual basis.  If you wish to find out how you can be a “Qualified SA Holder”, please contact RCNMDAI.-NCRIMOS@pwgsc.gc.ca