24x7 Service Desk Services

The Santa Monica government authority requires a vendor to provide 24x7 service desk services for a one-year contract period. The buyer needs the vendor to act as the first point of contact for all incidents and service requests, handling intake via telephone and the ServiceNow portal, with capabilities to support email, instant messaging, chatbots, and emerging technologies. The requested scope includes password resets, access requests, triage, categorization, prioritization, escalation, knowledge management, and coordination with city experts and third-party vendors. Additionally, the vendor must perform basic troubleshooting for hardware and software alongside advanced troubleshooting and resolution for Windows OS, Microsoft 365, network connectivity, and line-of-business applications. The buyer requires onsite performance of the work and restricts eligibility to USA-only onshore vendors. Vendors must submit responses digitally via email or online, and the buyer requests proposal pricing as no specific budget is provided. Bidders must submit all questions no later than October 1, 2026.