Response to queries received on tender for On-site helpdesk support
Q 1: Please could you confirm how many people you are looking for in the contract as it doesn't seem to say in the specificiations
Answer: As per RFT, the Dept is looking for on-site helpdesk support. One support person is required for the Helpdesk. Successful bidder would also be expected to provide backup cover for this person, if required (e.g. during periods of leave).
Q 2: Is there a particular combination of skills that you are looking for, in each person to be deployed on this contract?
Answer: Section I, para 7 of RFT outlines the packages that the onsite helpdesk person should be able to support. In Section III, para 4, tenderers are asked to outline the range and depth of the qualifications, skill level and experience of the individual staff proposed for the contract
Q 3: Would there be an element of travel involved to any other location as part of the work profile?
Q 4: What is the language skills required for the Onsite team?
Q 5: Is there a Call Logging tool made available by the customer or do we need to implement one?
Answer: All helpdesk calls are submitted to the Helpdesk person via a Lotus Notes database or by phone.
Q 6: Need more details on Hardware support. eg:are we expected to replace HDDs & RAMs etc OR once diagoned will be handled by Hardware vendor?
Answer: Yes, the Helpdesk person would be expected to be able to carry out such tasks as replacing hard disks and memory, if required. In addition, the Department also has in place maintenance contracts or warranties for all hardware.
Q 7: Need more details on Web Based application?
Answer: The Department has a number of internal web-enabled applications - most are Lotus Notes based but also include such other applications as Oracle Financials and Peoplesoft. The Department has it's own internal IT staff who develop and administer these applications. The Helpdesk person would be expected to troubleshoot issues for users and notify the internal IT staff of any issues that can't be resolved.
Q 8: Is cordinating with other vendors (hardware & Web based apps) a part of the desired support?
Answer: Yes, the Helpdesk person would be expected to log support calls with hardware maintenance company or, in the case of items under warranty, with the appropriate vendor and follow up, as required. Problems with Department of the Taoiseach applications will be handled by the Department of the Taoiseach IT staff.
Q 9: Is there a existing telephone setup for the helpdesk?
Answer: Yes, the helpdesk person will have access to a telephone
Q 10: How are the callers spread in the premisis? (eg: all in one bldg, across 3 floors etc)
Answer: All staff are located in Govt Buildings which is spread across 3 floors
Q 11: Are we required to maintain spares or inventory? is a tool to record the same?
Answer: No, this is dealt with by the IT Staff of the Department of the Taoiseach.
Q 12: What are the current call volumes (per day) that the helpdesk is handling? (If possible provide a break up by % of the same into software related / hardware related etc.)
Answer: The average number of calls per day is 25. 50% are software related. 25% are hardware related. 25% are administrative tasks including setting up of presentation equipment.
Q 13: Current / Expected service levels for Help desk.
Answer: Please refer to Section I - Invitation to Tender of the RFT for details.
Q 14: The rft states "In addition, the support person would be expected, on occasion, to be involved in researching issues, strategic ICT planning and decision making."
What is the scope of such activity that is envisaged? What would be the helpdesk's role in planning and decisio making?
Answer: While helpdesk staff will not be directly involved in decision making, they may on occasion be requested to provide advice on technologies (new and existing) or to research IT related matters. Ultimately any decisions to be made would be the responsibility of DOT IT staff
Q 15: Can you confirm if the successful tender is to use the Lotus Notes Database (referred to in Q5 of responses to queries received) for logging all calls; and if so will this system (maintained by the Department) provide all necessary management report for the help desk. Or should tenders provide their own Call Management System, where all calls will be logged (both those received via the Lotus Notes Database and by phone) and then management reports would be provided via this system.
Answer: The successful tender will be required to use the Department of the Taoiseach's Lotus Notes Database for logging all calls. This system provides all the necessary management report for the helpdesk. No other Management System will be required.
Q 16: With regard to hardware can you confirm if the support person is to actually replace hard disks/memory etc (as specified in Q6 in your response to queries) or to just manage the relevant hardware maintenance companies etc (as mentioned in Q8 of responses to queries), or is there times when both are relevant (please provide examples).
Answer: As stated previously, the support person will be required to replace hard disks and memory, if required, and to log support calls with the hardware maintenance company.