Tenders Are Invited For It Services: Consulting, Software Development, Internet And Support – External Support For The It Support Of The State Capital Potsdam

It Services: Consulting, Software Development, Internet And Support – External Support For The It Support Of The State Capital Potsdam. Service Package 1 - It Service Desk Lhp (Administrative It And School It) 1A - Provision Of The Service Desk The Contractor Provides The Staff For 2 Service Desks: A Service Desk For City Administration Employees (Administrative It) And A Service Desk For Users At Schools (School It). The Client Provides A Telephone Hotline, A Ticket System Available Via The Internet And, If Necessary, Other Supporting Communication And Information Systems. The Provision Of The Service Desk Includes In Particular: - Inquiry And Fault Management As Well As Telephone Hotline - Reporting And Analysis - Building And Updating The Knowledge And Solution Database 1B - Ticket Processing Ticket Processing Includes The Operational Processing Of All Incidents And Service Requests Recorded In The Ticket System In First-Level And Second-Level Support. - Problem Solving And Troubleshooting In First And Second Level Support - User Support And Advice - Escalation Management - Remote Maintenance Of It Systems - Documentation In The Ticket - Support Of Change And Release Management (1St Level) Service Package 2 - On-Site Maintenance Of School It Systems Service Package 2 Includes The On-Site Maintenance Of School It Systems (Networks, Servers, Operating Systems, End Devices, Etc.) By The Contractor, In Coordination With The Department 54. Service Package 3 - Support For Device Management And Disposal 3A - Hardware Construction And Installation Of End Devices And Presentation Technology Additional (School It Only): The Service Desk Employees Support Department 54 As A Service Provider In The Organizational And Communicative Implementation Of Changes And Releases. 3B - Rollout Support For Infrastructure Components 3C - Decommissioning And Support For The Disposal Of Old Devices 3D - It Support For Events The Contractor Provides It Technical Support For The Implementation Of Events (Administration And Schools) Within Service Hours. This Involves It Support For On-Site Events (Technical Setup, Troubleshooting) Or Support For Digital Events (Video Conferences). Effort Estimate: Currently On Site Once A Month For Half A Day (Per Area) Service Package 4 - Logistics And Inventory 4A - Implementation Of It Moves 4B - Physical Inventory Of The It For The Annual Financial Statements Please Refer To The Service Description For Detailed Information On The Content And Scope Of The Service.