Level 1 and Level 2 Help Desk Specialist

GSIN: D302A  INFORMATICS PROFESSIONAL SERVICES

Reference Number:

938-5/160801EW

Solicitation Number:

IC190567

Organization Name:

Innovation, Science and Economic Development Canada

Solicitation Date:

2018-11-30

Closing Date:

2018-12-17 2:00 PM Eastern Standard Time EST

Anticipated Start Date:

2019-01-07

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:

Minimum of 2

Requirement Details

Re-tender of Solicitation IC189951

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:

ONE (1) Level 1 Help Desk Specialist, and;

ONE (1) 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. Coradix technology Consulting Ltd.

6. Emerion

7. Ernst & Young LLP

8. ESIT Canada Enterprise Services Co. ESIT Canada Services AuxEntreprises Cie.

9. Excel Human Resources Inc.

10. IBISKA Telecom Inc.

11. Maplesoft Consulting Inc.

12. MDA Systems Ltd.

13. Mindwire Systems Ltd.

14. Modis Canada Inc

15. New Technologies Inc.

16. Quallium Corporation

17. Somos Consulting Group Ltd.

18. Taligent Consulting Inc.

19. The AIM Group Inc.

20. TRM Technologies Inc.

21. Unisys Canada Inc.

22. Veritaaq Technology House Inc.

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 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.

3.0 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.

Bidders must submit a bid for 1 resource per categories

There are NO contractors performing services

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