26-26 HelpDesk Partner

Massachusetts Bay Community College is seeking a HelpDesk Partner to provide comprehensive Helpdesk Support Services. The selected partner will deliver 24x7 support to students, faculty, and staff through multiple communication channels, including email, phone, chat, and ideally SMS/text messaging. The vendor will be responsible for providing and managing a robust, scalable ticketing system capable of supporting multi-departmental workflows and future institutional growth. The system should also include multilingual support to meet the needs of MassBay’s diverse community. Some key requirements for the HelpDesk Partner include: • Providing 24x7 support through multiple communication channels • Managing a robust, scalable ticketing system • Offering multilingual support • Serving as the college operator for inbound phone calls • Meeting minimum requirements such as having six years of experience and supplying a certificate of financial health The contract will be awarded to the vendor who offers the best combination of price, capability, and service options as determined by the College.