Desktop Leasing and Support Services
Reference: RFP-2031364 4/24/2016, Location: Middle East
Category: Design Software
Scope of Work
The company invites bids for information technology helpdesk, desktop leasing and support services.
The scope of Services shall be as follows:-
1. Service desk operation
2. Network support services
3. Mail and collaboration support services
4. Data protection and recovery services
5. Application support services
6. Desktop and field support services
7. ITIL service management implementation
8. Service level agreement fulfillment
9. Service enhancements and innovation
10. Setup and continuous update of policies and procedures
11. ISO standards accreditation and certification maintenance
12. Resource management, continuous training and provision of backup staff
13. Major deployment (more than 7000 desktops) and Upgrade support
14. Servers operating systems and applications Upgrades
15. Hardware and software maintenance support
16. Desktop operating systems and applications Upgrades
17. On-Site workshop arrangement
18. 365 x 24 support services for VIP, critical systems
19. Stores keeping, inventory and assets control
20. Logistics management (vehicles, drivers, laborers, etc.)
21. Provision of customer relationship management (CRM) implementation, integration and continuous Upgrade
22. Second level support and Escalation Management from Contractor’s head office and its technology partners
23. Lease of state-of-the-art brand new IT systems
24. Supply of Consumables
25. Stock provisioning
26. Supply of equipment for Upgrades
27. Diagnostic, replacement & OEM support
28. Transition
29. Trainings
30. Replacement of Obsolete products
31. Supply of McAfee License
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