Description
Arkansas State University is seeking a vendor to operate an after‑hours Tier 1 IT Help Desk that will support students, faculty, and staff outside normal business hours. The provider must handle inbound calls (minimum 30 k per year), maintain specified service‑level performance metrics, record all communications, and staff a minimum of three operators plus a supervisor. The contract will be a firm‑fixed‑price agreement beginning January 2027, with an initial two‑year term and optional extensions.
• Service coverage includes weekends, holidays, and any after‑hours periods; 24 × 7 × 365 options are outlined.
• Required performance: max wait 3 min, max hold 1 min, live‑operator answer rate 85‑90 %, call‑resolution without transfer 65‑70 %, and zero caller‑initiated termination without resolution.
• Staffing: at least 3 operators and 1 supervisor; operators must be Arkansas‑focused and can multitask during low‑volume periods.
• Vendor must provide security/compliance documentation (FERPA, CJIS, HIPAA, SOC 2), insurance, EEO policy, and three references.