Level 1 and Level 2 Help Desk Specialist

GSIN: D302A  INFORMATICS PROFESSIONAL SERVICES

Reference Number:

938-5/160801EW

Solicitation Number:

IC189951

Organization Name:

Innovation, Science and Economic Development Canada

Solicitation Date:

2018-10-15

Closing Date:

2018-10-29 11:00 AM Eastern Daylight Time EDT

Anticipated Start Date:

2018-11-19

Estimated Delivery Date:

N/A

Estimate Level of Effort: 

 240 days / year

Contract Duration:

The initial contract period will be from date of contract award and ends one (1) year after.

Solicitation Method:

Competitive

Applicable Trade Agreements:

WTO-AGP, NAFTA, CFTA, Canada-Chile, Canada-Colombia, Canada-Panama, Canada-Peru

Comprehensive Land Claim Agreement Applies:

No

Number of Contracts:

1

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 category:

TWO (2) Level 1 Help Desk Specialist, and;

TWO (2) Level 2 Help Desk Specialist

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

1. Accenture Inc.
2. Calian Ltd
3. CGI Information Systems and Management Consultants Inc.
4. Computer Sciences Canada Inc. /Les sciences de l'informatique Canada Inc.
5. Emerion
6. Ernst & Young LLP
7. ESIT Canada Enterprise Services Co. ESIT Canada Services AuxEntreprises Cie.
8. Excel Human Resources Inc.
9. IBISKA Telecom Inc.
10. Maplesoft Consulting Inc.
11. Mindwire Systems Ltd.
12. Quallium Corporation
13. The AIM Group Inc.
14. Unisys Canada Inc.
15. Veritaaq Technology House Inc.

    *** There are NO contractors performing services described in this RFP

    Description of Work:

    1.0 MANDATE

    Innovation, Science and Economic Development Canada (ISED) formerly Industry Canada works with Canadians in all areas of the economy and in all parts of the country to improve conditions for investment, enhance Canada’s innovation performance, increase Canada’s share of global trade and build a fair, efficient and competitive marketplace.

    This includes managing Canada’s airwaves and overseeing its bankruptcy, incorporation, intellectual property and measurement systems; providing financing and industry research tools to help businesses develop, import and export; encouraging scientific research; and protecting and promoting the interests of Canadian consumers.

    2.0 ORGANIZATION

    The mandate of the Chief Information Office (CIO) branch of the Digital Transformation Services Sector, of Innovation, Science and Economic Development Canada (ISED) is to maximize ISED's business performance through modern and progressive management of information technology (IT) services, policies, and resources. The CIO Branch is specifically responsible for:

• Establishing IM/IT strategies and policies that support the overall mandate of the Department and are consistent with established funding envelopes;
• Aligning IM/IT resources with departmental priorities and IM/IT plans through a practical governance structure;
• Providing high-quality, affordable IM/IT services to departmental business partners;
• Providing high-quality and responsive support to departmental IM/IT users;
• Establishing department-wide technology standards and architecture to maximize opportunities for horizontal investments in IM/IT across the department; and
• Directing and supporting a program of IM activities to ensure the effective and efficient management of information within Innovation, Science and Economic Development Canada.

ISED relies heavily on Information Management (IM) and Information Technology (IT) to accomplish its goals and maintain efficiency. Consequently, ISED's technology infrastructure must to be sturdy, reliable and adapt quickly to changing business requirements. The infrastructure needs to enable ISED to adopt new technologies flexibly when required and it must facilitate an efficient and productive operation. Such a high reliance on ISED's technology infrastructure means that a first class support is a necessity.

The Digital Workplace Services Division (DWSD) of the Chief Information Office (CIO) is specifically responsible for providing a variety of IT-related services within Innovation, Science and Economic Development Canada (ISED) such as: Service Desk, Desktop Support, Desktop Engineering and Application Integration Testing on a national level.

IT Support Services Directorate (ITSSD) provides a full line of Service Desk and Desktop Support Services to approximately 4,800 clients within ISED in the National Capital Region (NCR) and approximately 1,500 users in the Regions. These services are currently provided by a mixture of government employees and contracted resources.

3.0 PROJECT OBJECTIVES/REQUIREMENTS

ITSSD requires the services of Level 1 and Level 2 bilingual (English/French) Help Desk Specialists to supplement existing resources on an "as and when required" basis at ISED.

4.0 SCOPE OF WORK / KEY ACTIVITIES

The resources will work the NCR Desktop Support Services team, the IT Service Desk and Centre of Expertise team providing IT support to the ISED user community. 

The following is a list of the typical tasks the resources will be required to perform.

The Help Desk Specialist Level 1 will perform but not be limited to the following:

• 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;
• Install, maintain, and troubleshoot hardware and software at the user workstation;
• Roll out of new/updated software on workstations;
• Install, maintain, and troubleshoot operating systems at the user workstation;
• Install, maintain, and troubleshoot desktop connectivity, multi-media kits, network cables, RAM, video cards etc.;
• Installation of new users' PC's;
• Install, maintain, and troubleshoot network printers; and
• Set up of remote access PC's, laptops, printers, and software.

The Help Desk Specialist Level 2 will perform but not be limited to the following:

• 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;
• Install, maintain, and troubleshoot hardware and software at the user workstation;
• Roll out of new/updated software on workstations;
• Install, maintain, and troubleshoot operating systems at the user workstation;
• Install, maintain, and troubleshoot desktop connectivity, multi-media kits, network cables, RAM, video cards etc.;
• Install new users' PC's;
• Install, maintain, and troubleshoot network printers; and
• Set up of remote access PC's, laptops, printers, and software.

6.0 OTHER PROJECT DETAILS

6.1 Constraints

The resource must work within constraints imposed by the department, such as government policies and mandatory procedures, current and proposed related activities, security, sensitivity to other interests, protection of the environment, conservation of resources and other relevant restrictions and work space as required.

6.2 Work Location

The list below indicates the locations where ISED currently has IT technicians providing support to ISED users. The Contractor must provide resources to carry out the Work on ISED premises as indicated in 3.0 Project Objectives/ Requirements. In addition to the core resource requirement, the Contractor must provide additional resources at any of the following locations when requested.

National Capital Region:

• 235 Queen Street, Ottawa, ON;
• 410 Laurier Street West, Ottawa, ON; 3701 Carling Avenue, Ottawa, ON; and
• 50 Victoria Street, Gatineau, QC.

7. HOURS OF OPERATION

The normal hours of operation for the National Capital Region are as follows:

IT Support Services Hours: 7:30 am to 6:00 pm Monday to Friday

Service Desk Hours: 6:30 am to 8:00 pm Monday to Friday

*** Bidders must submit a bid for all resource categories

Security Requirement: Common PS SRCL #19 applies

Minimum Corporate Security Required: FSC- Secret

Minimum Resource Security Required: Secret

Contract Authority

Name: Suzanne Gauthier

Phone Number: 343-291-3077

Email Address: suzanne.gauthier@canada.ca