Task-Based Informatics Professional Services (TBIPS) - B.10 Help Desk Specialist

Task-Based Informatics Professional Services (TBIPS) Requirement

This requirement is for the Canadian Nuclear Safety Commission.

This requirement is open only to those Supply Arrangement Holders who qualified under Tier 1 – Stream 4 – Business Services.

This requirement is open only to those invited TBIPS Supply Arrangement Holders who qualified under the categories for: Help Desk Specialist.

The following SA Holders have been invited to submit a proposal.

Access Corporate Technologies Inc. Alika Internet Technologies Inc. B.D.M.K. Consultants Inc. BBG Management Corporation Cistel Technology Inc. Donna Cona Inc. Emerion Excel Human Resources Inc. Nisha Technologies Inc. Nortak Software Ltd. PRECISIONERP Incorporated Procom Consultants Group Ltd. TRM Technologies Inc. Turtle Island Staffing Inc. Zylog Systems (Ottawa) Ltd.

Description of the requirement: Under the supervision of the Team Leader, this role is to provide Technical Support Centre (TSC) Help Desk services. Duties include: • The role of the TSC Help Desk Specialist is to receive requests by phone, email or in person, greet the client and record the details of the request in the HPSM call management system. Depending on the nature of the problem and short-term call volumes, the Help Desk Specialist will either attempt to resolve the request immediately or assign it to a Desktop Support Administrator or Analyst or to the appropriate resource within the Information Management and Technology Directorate (IMTD). • Analyzing problem and determining whether the problem requires more in-depth research; • Conducting in-depth research and endeavouring to resolve client problem; • Determining if problem requires third level support from another group within IMTD (i.e. networking, applications or e-access) and referring problem to appropriate internal resource; • Documenting problem and resolutions in the call tracking system; • Advising clients of the current status of their service calls. • Reset system passwords at clients’ request. • Provide software and hardware support to site and regional offices using remote control software. • In depth and up-to-date knowledge of computer terms, products and product functionality in order to assist in computer hardware/software research and troubleshooting. • Management of loan inventory. • Analytical skills and ability to solve problems and implement effective and timely solutions, to streamline hardware/software installations and provide technical support to clients. • Knowledge of communication techniques to be able to determine the true nature of the caller’s problem and effectively communicate the resolution. • Knowledge of a customer service environment and related practices. • Report writing skills to prepare reports on software/hardware research, analysis and evaluations. • Prepare processes/procedures to ensure client receives consistent, effective and timely support. • Strong time management skills in order to assess requirements, set priorities to a heavy work load and address call volumes. • Update/maintain helpdesk knowledge base in order to ensure consistent, effective and timely solutions to clients. • Escalating any unresolved issues to Team Leader.

Security requirement at bid closing: Valid Facility Security Clearance at the level of SECRET, issued by the Canadian Industrial Security Directorate (CISD), Public Works and Government Services Canada (PWGSC).

Proposed period of contract

The proposed period of contract shall be from contract award plus 230 days and two irrevocable option periods of 230 days as Option Period 1 and 230 days as Option Period 2.

File Number: 87055-14-0205

Contracting Authority: Nathalie Arbour

Phone Number: 613-996-6767

Fax Number: 613-995-5086

E-Mail: nathalie.arbour@cnsc-ccsn.gc.ca

NOTE: Task-Based Informatics Professional Services (TBIPS) Method of Supply is refreshed on an annual basis. If you wish to find out how you can be a “Qualified SA Holder”, please contact RCNMDAI.-NCRIMOS@pwgsc.gc.ca.