GSIN: D302A INFORMATICS PROFESSIONAL SERVICES
Reference Number:
938-5/160801EW
Solicitation Number:
IC190567
Organization Name:
Innovation, Science and Economic Development Canada
Solicitation Date:
2018-11-30
Closing Date:
2018-12-17 2:00 PM Eastern Standard Time EST
Anticipated Start Date:
2019-01-07
Estimated Delivery Date:
N/A
Estimate Level of Effort:
240 days / year
Contract Duration:
The initial contract period will be from date of contract award and ends one (1) year after.
Solicitation Method:
Competitive
Applicable Trade Agreements:
WTO-AGP, NAFTA, CFTA, Canada-Chile, Canada-Colombia, Canada-Panama, Canada-Peru
Comprehensive Land Claim Agreement Applies:
No
Number of Contracts:
Minimum of 2
Requirement Details
Re-tender of Solicitation IC189951
Tendering Procedure: Selective Tendering
This requirement is open only to those TBIPS Supply Arrangement Holders who qualified under Tier 1 for services in the National Capital Region for the following category:
ONE (1) Level 1 Help Desk Specialist, and;
ONE (1) Level 2 Help Desk Specialist
The following SA Holders have been invited to submit a proposal:
Accenture Inc.
Calian Ltd.
CGI Information Systems and Management Consultants Inc.
Computer Sciences Canada Inc. /Les sciences de l'informatique Canada Inc.
Coradix technology Consulting Ltd.
Emerion
Ernst & Young LLP
ESIT Canada Enterprise Services Co. ESIT Canada Services AuxEntreprises Cie.
Excel Human Resources Inc.
IBISKA Telecom Inc.
Maplesoft Consulting Inc.
MDA Systems Ltd.
Mindwire Systems Ltd.
Modis Canada Inc
New Technologies Inc.
Quallium Corporation
Somos Consulting Group Ltd.
Taligent Consulting Inc.
The AIM Group Inc.
TRM Technologies Inc.
Unisys Canada Inc.
Veritaaq Technology House Inc.
1.0 MANDATE
Innovation, Science and Economic Development Canada (ISED) formerly Industry Canada works with Canadians in all areas of the economy and in all parts of the country to improve conditions for investment, enhance Canada’s innovation performance, increase Canada’s share of global trade and build a fair, efficient and competitive marketplace.
This includes managing Canada’s airwaves and overseeing its bankruptcy, incorporation, intellectual property and measurement systems; providing financing and industry research tools to help businesses develop, import and export; encouraging scientific research; and protecting and promoting the interests of Canadian consumers.
2.0 PROJECT OBJECTIVES/REQUIREMENTS
ITSSD requires the services of Level 1 and Level 2 bilingual (English/French) Help Desk Specialists to supplement existing resources on an "as and when required" basis at ISED.
3.0 SCOPE OF WORK / KEY ACTIVITIES
The resources will work the NCR Desktop Support Services team, the IT Service Desk and Centre of Expertise team providing IT support to the ISED user community.
The following is a list of the typical tasks the resources will be required to perform.
The Help Desk Specialist Level 1 will perform but not be limited to the following:
Initial receipt of client requests for assistance received by telephone, e-mail or other means of communication, entry of information related to these requests into the departmental incident and problem tracking systems;
Provide first level support to resolve client requests for assistance including remote control of client workstations;
Dispatch second level support if required;
Install, maintain, and troubleshoot hardware and software at the user workstation;
Roll out of new/updated software on workstations;
Install, maintain, and troubleshoot operating systems at the user workstation;
Install, maintain, and troubleshoot desktop connectivity, multi-media kits, network cables, RAM, video cards etc.;
Installation of new users' PC's;
Install, maintain, and troubleshoot network printers; and
Set up of remote access PC's, laptops, printers, and software.
The Help Desk Specialist Level 2 will perform but not be limited to the following:
Provide technical expertise/advice to IT Service Desk/Desktop Support Junior level resources;
Monitor the IT Service Desk's telephone systems;
Contact clients to follow-up on completed calls and to determine level of user satisfaction based on follow-up questionnaire;
Input data into the departmental incident and problem tracking systems;
Install, maintain, and troubleshoot hardware and software at the user workstation;
Roll out of new/updated software on workstations;
Install, maintain, and troubleshoot operating systems at the user workstation;
Install, maintain, and troubleshoot desktop connectivity, multi-media kits, network cables, RAM, video cards etc.;
Install new users' PC's;
Install, maintain, and troubleshoot network printers; and
Set up of remote access PC's, laptops, printers, and software.
Bidders must submit a bid for 1 resource per categories
There are NO contractors performing services
Security Requirement: Common PS SRCL #19 applies
Minimum Corporate Security Required: FSC- Secret
Minimum Resource Security Required: Secret
Contract Authority
Name: Suzanne Gauthier
Phone Number: 343-291-3077
Email Address: s••••••••@••••••.ca
