📋 Tender Overview
Contract awarded for User help desk with field service lot-0001, title: user help desk with field service, description: the aim of the tender is to commission a qualified service provider (contractor or an) for the provision of services in the area of user help desk and field service to support hospital operations. the focus is on ensuring stable, efficient, and user-oriented it support that best assists employees in using the existing it systems, applications, and workplace environments. the contractor plays a central role as a contact person for it-related inquiries and disruptions in the user environment and contributes to ensuring the smooth operation of clinical and administrative processes. this particularly includes the structured receipt, processing, and tracking of service requests as well as supporting users both remotely and on-site. the operational operation of data center services and central infrastructure services is not part of this tender. these services are provided by third parties and form the basis for the it services to be supported by the contractor. a key objective is to establish clear responsibilities in user support and to reduce interfaces to ensure high service quality and transparency in service delivery. furthermore, a close and cooperative collaboration between the client and contractor is sought, characterized by structured communication and coordination processes. service delivery must take into account the special requirements of the healthcare sector. this includes, in particular, responsible handling of sensitive data as well as compliance with relevant legal and regulatory requirements, such as the general data protection regulation (gdpr) and relevant requirements in the kritis environment. additionally, it is expected that service delivery is oriented towards recognized standards and best practices, particularly in the area of it service management (e.g., itil) and information security (e.g., iso 27001 or comparable standards). estimated value excluding vat: 356820.00 eur.User help desk with field service
