ITES-11039 - USA (State University, Arkansas) - After Hours Help Desk Service - Deadline October 14,2026

(1) Vendor needs to provide after–hours help desk service to the government authority located in State University, AR. – Provide reliable, high–quality after–hours Teir 1 IT help desk support for students, faculty, and staff.– Serve as an extension of the university’s internal IT help desk, providing seamless continuity of support outside of normal business hours, including evenings, weekends, holidays, and other periods defined by the university.– Support for desktop, laptop, mobile, application, software, network, and cloud–based services.– Service request tracking and status updates.– Telephone support.– Email support.– Web portal or ticket submission capabilities.– Chat or other digital support channels, if available.– Escalation services–intake, logging, tracking, and resolution of incidents.– After–hours support outside normal business operating hours.– Availability of 24x7x365 support options and coverage matrix.– Handling of routine service requests.– Access–related support requests.– First–level (Tier 1) troubleshooting and issue resolution.(2) The contract period will be for two years. (3) All the questions must be submitted no later than September 23, 2026.