Service Desk Support Levels

The government authority in Edmonton, AB requires a Canadian organization to provide three years of offsite service desk support levels, though the Help Desk team will be physically stationed. The buyer needs Support Level 1 for tasks such as password resets, email object management, application access troubleshooting, and facilities ticket routing. Support Level 2 involves advanced IP address network troubleshooting, security incident response, and Microsoft 365 administration. Support Level 3 requires expert engineering support for complex server, virtualization, network, SQL Server database, and critical security issues. The scope includes mandatory 24x7x365 on-call coverage for Priority 1 and Priority 2 incidents, requiring an L2-capable resource to respond within 30 minutes at any time. Standard business hours run Monday through Friday from 7:00 AM to 5:00 PM MST, alongside after-hours queuing. Bidders must submit questions by September 1, 2026, and must provide a budget proposal.