It Services: Consulting, Software Development, Internet And Support – User Help Desk Mit Field Service. The Aim Of The Tender Is To Commission A Qualified Service Provider (Contractor Or Contractor) To Provide Services In The Area Of User Help Desk And Field Service To Support Hospital Operations. The Focus Is On Ensuring Stable, Efficient And User-Oriented It Support That Provides Employees With The Best Possible Support In Using Existing It Systems, Applications And Workplace Environments. The Contractor Takes On A Central Role As A Contact Person For It-Related Inquiries And Disruptions In The User Environment And Contributes To Ensuring The Smooth Operation Of Clinical And Administrative Processes. This Includes In Particular The Structured Receipt, Processing And Tracking Of Service Requests As Well As Supporting Users Both Remotely And On Site. The Operational Operation Of Data Center Services And Central Infrastructure Services Is Not Part Of This Tender. These Services Are Provided By Third Parties And Form The Basis For The It Services To Be Supported By The Contractor. A Key Goal Is To Establish Clear Responsibilities In User Support And Reduce Interfaces To Ensure High Service Quality And Transparency In Service Provision. In Addition, The Aim Is For Close And Cooperative Collaboration Between The Client And Contractor, Which Is Characterized By Structured Communication And Coordination Processes. The Service Must Be Provided Taking Into Account The Special Requirements Of The Healthcare System. This Includes, In Particular, Responsible Handling Of Sensitive Data As Well As Compliance With Relevant Legal And Regulatory Requirements, Such As The General Data Protection Regulation (Gdpr) And Relevant Requirements In The Kritis Environment. It Is Also Expected That The Service Provision Is Based On Recognized Standards And Best Practices, Particularly In The Areas Of It Service Management (E.G. Itil) And Information Security (E.G. Iso 27001 Or Comparable Standards).
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