The subject of this contract is the provision of assistance services on workstations (physical PC, Virtual Desktop and devices used by personnel such as Monitors, Printers, VOIP phones, mobile devices, etc.) for GSE, GME, AU and RSE companies and hardware assistance services on GSE central and secondary network systems.

Below is a breakdown of the services requested for GSE, GME and AU companies:

1. Level I service for the management of user reports in relation to workstations, which provides for the detection, tracking, analysis and closure of reports relating to problems or requests by GSE, GME and AU personnel;

2. II level assistance service for the resolution of all hardware and software problems on the workstations of GSE, GME and AU personnel and their management activities such as, for example, IMAC (Install, Move, Add, Change) interventions;

3. hardware assistance service on central and network systems for the activation and monitoring of maintenance interventions and, in case of failures of a system / apparatus of the GSE infrastructure not covered by maintenance contracts already active with the manufacturer brand, for the repair or replacement of defective components with original parts, using technical personnel certified on the technology of the system / apparatus.

Currently, the services described in points 1 and 2 are carried out by 14 resources coordinated by an operational contact person of the services.

The staff of the GSE, GME and AU companies is about 1,050 employees distributed at the offices in Rome (V.le Maresciallo Pilsudski, 92/124/138 and Via Guidubaldo del Monte 45, Rome).

The central and secondary network systems are located at the Rome offices and the GSE Data Centers (V.le Maresciallo Pilsudski, 92 and Via Guidubaldo del Monte 45, Rome and the Disaster Recovery site, currently located in V.le Toscana 3, Rozzano – MI).

Level I and II services must be carried out on-site at the offices of GSE, GME and AU companies.

For the company RSE the services requested are:

1. Level I service for the management of user reports in relation to workstations, which provides for the detection, tracking, analysis and closure of reports relating to problems or requests by RSE staff;

2. II level assistance service for the resolution of all hardware and software problems on the workstations of RSE staff and their management activities such as, for example, IMAC (Install, Move, Add, Change) interventions;

Currently the services described in points 1 and 2 are carried out by 3 resources for a total of 90 hours per week.

The staff of the RSE Company is about 350 employees mainly present at the Milan headquarters in via R. Rubattino, 54. The required I and II Level services must be carried out on-site at the headquarters itself.

The successful tenderer shall ensure the provision of all these services without interruption compared to current services.

In order to promote employment stability in compliance with the principles of the European Union, and without prejudice to the necessary harmonisation with the organisation of the incoming economic operator and with the technical, organisational and labour requirements provided for in the new contract, the successful tenderer is required to absorb as a matter of priority into its staff the staff already employed by the outgoing successful tenderer, as required by Article 50 of Legislative Decree 50/2016, ensuring the application of the sector CCNL, pursuant to art. 51 of Legislative Decree. 15 June 2015, n. 81.