Notice ID: DITSVC
The Federal Deposit Insurance Corporation (FDIC) requests information related to contractor-performed enterprise Service Desk Operations. The FDIC desires information and descriptions of the potential services provided for Service Desk support, in which the selected vendor staffs and operates a 24×7 Service Desk providing IT support to a largely dispersed and mobile organization.
The FDIC currently has 2 separate Service Desks providing user support. The CIOO IT Service Desk located in Arlington, VA supports CIOO provided services, operating 24 hours a day, 7 days a week, including holidays. The second service desk is the FDIC Banking and Examiner Service Desk located in Dallas, TX that provides support to external and internal users on examiner specific applications and services, operating M-F 8am-8pm ET, excluding holidays.
2 12/15/2023
The two service desks have different workloads, but performance level expectations are the same. The CIOO IT Service Desk handles approximately 3500 incident and request tickets monthly, reported by channels to include; calls, emails, portal and chat. The FDIC Banking and Examiner Service Desk handles approximately 1500 incident and request tickets monthly, reported by calls and emails. Performance levels for this service desk are expected to be at Industry best practice levels. For example, average speed to answer of less than 30 seconds, First Call Resolution of 75%. The incidents are related to, but not limited to end user IT services to include, hardware (laptops and printers), application support (Windows and M365) and account support.
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