The OGCIO requires a Service Provider to deliver a team of initially twelve on-site experienced and quality focused ICT Service Desk Resources, (with the skills as outlined in Section 3.2) for the OGCIO ICT Service Desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the Public Service, by email, telephone and online from the Department’s offices, or via remote access. The ICT Support Service works to the IT Service Management Standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the Public Service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.

The OGCIO requires a Service Provider to deliver a team of initially twelve on-site experienced and quality focused ICT Service Desk Resources, (with the skills as outlined in Section 3.2) for the OGCIO ICT Service Desk. This team, will log, capture, resolve and manage service desk issues and requests from customers using the OGCIO’s services responding to a wide range of ICT-related queries from users across the Public Service, by email, telephone and online from the Department’s offices, or via remote access. The ICT Support Service works to the IT Service Management Standard ITIL and staff must be able to work in this environment as well as involved in a range of critically required proactive support services. A highly efficient and professional ICT service is required to support staff across the Public Service in achieving their business objectives. The technical capacity to deliver the service must also be supported by a keen focus on quality customer service.