IT Managed Support Services

Background
The City of Berkeley is seeking proposals from qualified firms to enhance its Service Desk resources due to current understaffing issues that hinder effective and timely support.

This Request for Proposal (RFP) aims to address these challenges and improve service delivery. The City intends to maintain its existing IT infrastructure and software, including the ServiceNow ticketing system and Bomgar remote support software, while augmenting its first-level support staff.

Work Details
The selected contractor will provide IT Managed Support Services, which include:
- Augmenting first-level support for the Service Desk to handle approximately 90% of calls, incidents, and service requests.
- Managing user accounts/access, software issues, hardware issues, mobile devices, printer requests, and general inquiries.
- New hire setups included in the monthly fee.
- All staff must be on-site from 8 AM to 5 PM Monday through Friday.
- The proposal should cover a two-year period with an option to extend.
- The contractor will assist in helpdesk and desktop support for all City computers and phones but will not be responsible for server support or email management.

Period of Performance
The contract will be performed over a two-year period with an option for extension based on performance and needs.

Place of Performance
All services will be provided within the City of Berkeley limits, with locations no more than 10 miles from the Service Desk located at 2180 Milvia Street, Berkeley.