HELP DESK AND FIELD SUPPORT
Providing Help Desk and Field Support for the Cleveland Metropolitan School District.
The District is requesting proposals for the support of the Districts desktops, laptops, peripherals and for its end users. Proposals are to be exclusive of equipment and utility software. The two (2) main areas for this support are the (a) help desk (customer service response agents) and (b) the field support and/or field technicians. The District has been using a managed service for the above support but has a desire to possibly bring this support back in house with staff augmentation support. It is because of this, that the District is asking proposers to provide in their proposals the following three variants:
1. Complete turn key solutions whereby the vendor manages the entire solution.
2. Staff augmentation solution whereby the District manages the staff provided by the vendor; the charges for staff should be a per hour/per staff charge.
3. Transition solution whereby the service begins as a turnkey solution, but, based upon an agreed upon schedule (to be determined mutually), service is transitioned to a staff augmentation solution.
