ITES-10985 - USA (Santa Monica, California) - 24x7 Service Desk Services - Deadline October 19,2026

(1) Vendor needs to provide 24x7 service desk services to the government authority located in Santa Monica, CA.• First point of contact for all incidents and service requests.• Password resets and access requests in accordance with city security policies.• Initial triage, categorization, prioritization, and escalation.• Basic troubleshooting of desktops, laptops, mobile devices, printers, and software applications• Advanced troubleshooting for Windows OS, Microsoft 365, networking and connectivity, and line–of–business (LOB) applications.• Resolution of escalated incidents.• Coordination with city subject matter experts (SMEs) and third–party vendors.• Contribution to ServiceNow knowledge and problem management processes.• Service request and incident intake must be provided via the ServiceNow portal and telephone, with the capability to support additional channels such as:a. Email.b. Instant messaging.c. Chatbots.d. Other emerging technologies as required.(2) All question must be submitted no later than October 01, 2026.(3) A contract period will be for one year.