TBIPS – Help Desk Specialists - Level 2

NOTICE OF PROPOSED PROCUREMENT (NPP)For TASK BASED INFORMATICS PROFESSIONAL SERVICES (TBIPS)GSIN: D302A Informatics Professional ServicesReference Number:23-224564Solicitation Number:23-224564Organization Name:Department of Foreign Affairs, Trade and DevelopmentSolicitation Date:2022-08-10Closing Date:2022-08-25 02:00 PM Eastern Daylight Time EDTAnticipated Start Date:as soon as possibleEstimated Delivery Date:2023-09-30Estimate Level of Effort: 220 days per resourceContract Duration: Initial Contract Period of one (1) year with two (2), one (1) year Option PeriodsSolicitation Method:CompetitiveComprehensive Land Claim Agreement Applies:NoNumber of Contracts:Up to 3Applicable Trade Agreements:the Canadian Free Trade Agreement (CFTA),the Canada-Chile Free Trade Agreement (CCFTA),the Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)the Canada-Columbia Free Trade Agreement (CColFTA)the Canada-European Union Comprehensive Economic and Trade Agreement (CETA)the Canada-Honduras Free Trade Agreement (CHFTA)the Canada-Korea Free Trade Agreement (CKFTA)the Canada-Panama Free Trade Agreement (CPanFTA)the Canada-Peru Free Trade Agreement (CPFTA)the Canada-Ukraine Free Trade Agreement (CUFTA)World Trade Organization Agreement on Government Procurement (WTO-AGP)Requirement DetailsTendering Procedure: Selective TenderingThis requirement is open only to those TBIPS Supply Arrangement Holders who qualified under Tier 1 for services in the National Capital Region for the following categories:Resource Category: Stream 4: Business Services - B.10. Help Desk SpecialistLevel of Expertise: Level 2Estimated Number of Resources Required: Up to 10The following SA Holders have been invited to submit a proposal:Alcea Technologies Inc. ALTRUISTIC INFORMATICS CONSULTING INC. Buchanan Technologies Ltd Donna Cona Inc. ESIT Canada Enterprise Services Co. ESIT Canada Services AuxEntreprises Cie. Excel Human Resources Inc. iFathom Corporation Michael Wager Consulting Inc. Newfound Recruiting Corporation Promaxis Systems Inc R2i Incorporated Randstad Interim Inc. Spectra FX Inc. T.E.S. Contract Services INC. Turtle Technologies Inc. Description of Work: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.Incumbent Information:There is no incumbent in any specified role(s)Security Requirement: Common PS SRCL #34 appliesMinimum Corporate Security Required: SECRETMinimum Resource Security Required: SECRETContract AuthorityName: Cadmiel MartelPhone Number: 613-791-6369Email Address: Cadmiel.Martel@international.gc.caInquiriesInquiries regarding this RFP requirement must be submitted to the Contracting Authority named above. Request for Proposal (RFP) documents will be e-mailed directly from the Contracting Authority to the Qualified Supply Arrangement Holders who are being invited to bid on this requirement. BIDDERS ARE ADVISED THAT “BUYANDSELL.GC.CA” IS NOT RESPONSIBLE FOR THE DISTRIBUTION OF SOLICITATION DOCUMENTS. The Crown retains the right to negotiate with any supplier on any procurement. Documents may be submitted in either official language.NOTE: Task-Based Informatics Professional Services (TBIPS) Method of Supply is refreshed three (3) times per year. If you wish to find out how you can be a “Qualified SA Holder”, please contact RCNMDAI.-NCRIMOS@pwgsc.gc.ca