RFP: Managed Services: IT Service Desk

Brunswick County is soliciting sealed proposals for Tier 1 Remote Support for their Information Technology Service Desk. The successful Vendor will serve as the First Level of Support (Tier 1) for all incoming calls and online service tickets submitted by end users. The Vendor must operate 24/7/365 and integrate all operational processes within the County’s current Service Desk platform, BOSSDesk. Key responsibilities include initial triage, troubleshooting, resolution, routing, and escalation according to established ITIL-based processes and agreed-upon Service Level Agreements (SLAs). The Vendor must also provide a dedicated Emergency Medical Services call path within their phone system to support time-sensitive public safety situations. Some of the key requirements include: • Provide 24/7/365 First-Level Support • Reduce Time to Acknowledge, Triage, and Resolve Tickets • Support Critical and VIP users with Priority Handling • Maintain Clear Visibility in BOSSDesk • Provide Accurate Metrics and Continuous Improvement Data • Ensure all Service Desk support services are performed by personnel physically located within the United States