IT Helpdesk contractor - Procurement of Helpdesk contractor for IT Infrastructure in the EPA (Wexford)

The contract is for an IT Infrastructure Help Desk contractor, located at the Agency’s Headquarters in Wexford, to provide “First Line user support”. The EPA operates an IT Helpdesk facility where all requests for IT support and queries are logged by staff. The IT Infrastructure Helpdesk contractor will be the first line of support in dealing with these queries. The requests will be resolved by the Helpdesk contractor. There is an in-house development team which will address development queries. The IT Infrastructure team are being trained to address some of these queries. There is an escalation process and where necessary other queries will be addressed by the IT Infrastructure team. The current requirement is for a Company to provide one full time IT Infrastructure Helpdesk contractor located in our Wexford office. The contract is from 17th August 2015 to 31st December 2016. The IT Infrastructure Helpdesk contractor is required to facilitate and supplement EPA staff in carrying out the following duties: • Monitoring helpdesk requests via software provided by EPA. • First line user support (i.e. receiving requests, categorising, resolving issues and escalating complex issues). • Assist with other IT projects that maybe assigned from time to time. The Helpdesk service is a key service to both internal and external staff and stakeholders. Therefore it is critical that the candidate understands, and can demonstrate, quality customer service and the importance of providing a professional and user friendly service to all.

Supplies

10/08/2015 16:30:00

30000000-9  Office and computing machinery, equipment and supplies except furniture and software packages
30200000-1  Computer equipment and supplies
32424000-1  Network infrastructure
48000000-8  Software package and information systems
50000000-5  Repair and maintenance services
51000000-9  Installation services (except software)
72000000-5  IT services: consulting, software development, Internet and support
72600000-6  Computer support and consultancy services
72610000-9  Computer support services
72611000-6  Technical computer support services