VA Medical Center, 215 Perry Hill Road, Montgomery, AL 36109-3798

D -- HELP DESK SUPPORT SERVICES SOL 619-19-95 DUE 051195 POC Contact Point, Harriet N. Manning, (334)260-4103, Contracting Officer, Harriet N. Manning, (334)260-4103, Additional Contact, Victoria Ghent, (334)260-4150 PROVIDE INBOUND TELEPHONE COVERAGE AND CALL MANAGEMENT FUNCTIONS FOR THE SUPPORT HELP DESK AT THE BIRMINGHAM INFORMATION SYSTEMS CENTER (ISC). THE SERVICE IS TO INCLUDE: RECEIPT OF ALL INCOMING CALLS FROM ISC CUSTOMERS (VA AND NON-VA) TO THE SUPPORT HELP DESK; OBTAINING CALLER AND EVENT INFORMATION; TRANSFERRING THE CALLER TO THE APPROPRIATE ISC SUPPORT STAFF; ENTERING CALLER AND EVENT INFORMATION INTO A PROBLEM MANAGEMENT/TRACKING SYSTEM WHILE THE CALLER IS ON-LINE; IMMEDIATE TRANSMISSION OF THE CALLER/EVENT DATA TO THE ISC PROBLEM TRACKING SYSTEM BY THE PROVIDER'S HELP DESK STAFF, AND CALL STATISTICS REPORTED ON A REGULAR AND AS-NEEDED BASIS. SERVICES WILL BE REQUIRED 24 HOURS A DAY, 7 DAYS A WEEK. CONTRACT PERIOD WILL BE A 60 DAY PILOT PROGRAM. SOLICITATION PACKAGES EXPECTED TO BE ISSUED ON APRIL 11, 1995. ALL REQUESTS MUST BE MADE IN WRITING. (0076)

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