TBIPS – PSIB Volunteer Set-Aside - Help Desk Specialists - Level 2

This procurement has been set aside under the federal government's Procurement Strategy for Indigenous Business (PSIB). In order to be considered, a supplier must certify that it qualifies as an Indigenous business as defined under PSIB and that it will comply with all requirements of PSIB.

The requirement is for client-focused resources who can provide IM/IT support over the telephone, in tickets (Service Requests and Incidents), by email and using chat tools. They support the Department of Foreign Affairs, Trade and Development’s (DFATD) clients, including DFATD employees, contractors and our partners and co-locators with network accounts, working from home or from a DFATD location in Canada and globally.

Help Desk agents are required to work at the Service Desk (IM/IT call centre) on a rotating shift schedule (8 hour shifts, includes an unpaid half hour meal break) and provide continuous 24/7/365 IM/IT operational support.

DFATD has an ongoing, operational requirement to have contractors fulfill the role IM/IT Service Desk Agents.

The objective of DFATD is to operate the IM/IT Service Desk with agents (24/7/365) who are responsible for complex information management and information technology (IM/IT) incident/problem troubleshooting, resolution and escalation as they pertain to the ministry’s global IM/IT infrastructure and its respective software and hardware.

DFATD will be awarding up to three (3) contracts for a total of 10 resources combined as a voluntary set-aside under Procurement Strategy for Indigenous Business (PSIB).