This contract is a service contract for the provision of IT support and assistance services to internal users of Forem (Service Desk)

This contract is a service contract whose purpose is to provide IT support and assistance services to internal users of Forem by the implementation of the following means:

- Position 1: a Level 1 Service Desk (or first line), shared between several customers at the service provider, in charge of managing incidents and requests on the front line, via a monthly fee per workstation (including all equipment - PC, telephone, printer, etc. - and all software).

- Position 2: a level 1 Service Desk (or first line), shared between several customers at the service provider, in charge of managing incidents and requests that do not require resolution actions in the first line (simple call taking and ticket encoding, the support being provided by the following support levels), via per-call (ticket) pricing. This position will be used to manage calls relating to activities that will be developed during the contract and whose processing goes beyond the flat-rate framework (e.g. incidents concerning the educational IT environment).

- Position 3: a Level 2 Service Desk (or second line), entirely dedicated to Forem and located in its central headquarters, via a monthly fee per workstation, and complementing the Level 1 Service Desk (more in-depth knowledge of the Forem environment, additional access, etc.).

- Positions 4 and 5: a pool of support consultants in direct management, via a daily fee, allowing the construction of a service to users of the IT department, specialized in:

. level 3 IT support and assistance to Forem users;

. coordination and management of support activities;

. incident, problem, and service catalog management;

. assistance during events in which Le Forem participates (Jobdays, recruitment tests, etc.), on a planned basis (including Saturdays), remotely or on site.