Tenders Are Invited For It Services: Consulting, Software Development, Internet And Support – It Support Services For The North Rhine-Westphalia Accident Insurance Fund At The Münster And Düsseldorf Locations

It Services: Consulting, Software Development, Internet And Support – It Support Services For The North Rhine-Westphalia Accident Insurance Fund At The Münster And Düsseldorf Locations. The Client Intends To Award On-Site It Support Services (Field Service) For The Münster And Düsseldorf Locations. The Client Obtains Central It Services Via An External It Cooperation Partner, Which, Among Other Things, Operates The Central It Infrastructure And It Services And The Central Service Desks, Accepts, Classifies And Operates Faults And Service Requests, Operates A Central Ticket System, Provides 2Nd And 3Rd Level Support And Provides Remote Support For Users. The Services To Be Awarded As Part Of This Tender Include Local Support Services On Site In Münster And Düsseldorf, Especially For Cases Where Remote Processing By The Central Service Desk Is Not Possible. The Contractor Acts As An Extended Arm (Remote Hands) Of The Central It Cooperation Partner At The Clients Location. The Support Employees Employed By The Contractor Must Have Very Good Knowledge Of German. The Services Are Expected To Include The Following Areas: 1. Workplace And End Device Support (This Probably Includes Support For Local Hardware At Workstations, Support With Device Changes, Issuing And Taking Back End Devices, Support With Inventory And Annual Inventory, Hardware Orders, Troubleshooting Of Standard Software, Preparation And Issuance Of Bitlocker Keys, Support Of New Employees In Setting Up The Workstation And Similar Activities) 2. On-Site User Support (On-Site Support, Ad Hoc Support With Individual It Problems, Support With Questions About Specialist Procedures, Implementation Of Instructions And User Training) 3. Incident And Service Support (Support In Incident Management, Error Analysis And Troubleshooting, Cooperation With The Central It Service Provider, Creation Of Short Instructions) 4. System Support (Support And Maintenance, Among Other Things, Of Printing And Multifunctional Systems, Scanners, Media, And Conference, Seminar And Event Rooms) 5. Network-Related Activities (Patching Of Network Sockets In Coordination With The Central It Service Provider) 6. Plant And Asset Management (Maintenance And Administration Of Local It Assets, Support In The Maintenance Of Own Technical Systems) 7. Other Tasks As Required, For Example Support With New Technical Systems And Rollouts, Additional Support Services For Special Projects, Temporary Support In The Event Of Increased Support Needs. The Contractor Must Document The Services Provided In A Comprehensible Manner, Provide The Client With Regular Evaluations Of The Service Provision And Work On The Continuous Improvement Of The Support Processes To Participate The Clients Core Working Hours Are Mondays - Thursdays From 9:00 A.M. To 4:00 P.M. And Fridays From 9:00 A.M. To 1:00 P.M. During These Times, The Contractor Is A Reliable Provider