Outsourced Tier 1 Help Desk Services
Overview
Fit Score
Settle Intelligence
Settle helps teams find, evaluate, and respond to public RFPs. We continuously surface new opportunities, score them against your company strengths, and draft proposal responses so you can focus on the work that wins business.
SUMMARY
DESCRIPTION
The government authority in California seeks a vendor to provide outsourced Tier 1 Help Desk services. Support will cover all Court IT user contacts and must be accessible through multiple channels, including a dedicated telephone line (800# or forwarded extension), a web-based self-service portal or intake form (hosted on the Court intranet or by the vendor), and by email submission.
The selected vendor will be responsible for end-to-end remote resolution of all Tier 1 issues, as well as triage and escalation of contacts that require physical presence, elevated privileges, or advanced technical expertise. It is anticipated that the monthly Tier 1 ticket volume will be approximately 650, with total ticket volume across all tiers at about 1,400. Services are required during standard coverage hours, Monday through Friday, from 7:00 AM to 5:00 PM PST.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.