Since the BST has grown remarkably in the last 10 years and this has significantly increased the number of information systems used, as well as the number of users and the microcomputing park to be supported. The complexity and dispersion has also increased with the appearance of new centers also managed by the BST. This fact implies that with the staff of the BST, it cannot be reached in the most appropriate way and, therefore, makes it impossible to provide the level of service required.

With the hiring of this user support service, it is intended to reach the level of service required, guaranteeing quality at all times, both for the resolution of incidents, and to be able to meet the numerous requests for change, improvement or new needs that are They usually receive.

In addition to what has been described above (see clause II.1.4), given the high level of criticality of some of the work areas and certain microinformatics equipment that operates without interruption throughout the year (in 24x7 mode), it is also essential to have a guard service that can act quickly and efficiently in the event of incidents that may occur outside the usual classroom hours.

Also given the geographical dispersion of BST users, in different fixed centers, spread throughout the Catalan territory, as well as mobile campaigns and marathons that are carried out throughout the year, it is necessary to contemplate the displacement on a regular basis to the different locations, to solve the incidents and carry out the requests that are produced throughout the year.

It is very important to be able to have all the information related to the service and therefore the registration of all incidents and tasks, the inventory of all the equipment and the documentation of all the procedures and work techniques is completely relevant. It will be the responsibility of the support service, dedicating the necessary effort, to have all this information updated and accessible at all times.

This information will also have to be used to prepare the periodic monitoring reports, to know at all times the status and quality levels of the service, as well as to collect the proposed improvements and the improvements applied.

For all these reasons, hiring for this exercise is necessary.