Germany – IT services: consulting, software development, Internet and support – Zentraler 1st-Level-Support

The service includes the following tasks: • Onboarding planning (milestones, gateways) for productive operation including professional onboarding management. • Provision and management of a telephone system as well as integration of a central call number provided by the contracting authority. • Provision of a ticket system and a bidirectional interface to downstream ticket systems. • Collaboration with the specialist and technical 2nd-level support points. • Provision and training of the contractor's personnel to meet the planned service levels. • Acceptance of requests (calls and emails, etc.) from users of the dSdZ procedure on at:las as well as from the funding applicants, parents or guardians during the agreed service times. • Ticket ownership (responsibility for the ticket over the entire lifecycle of the ticket), processing, documentation and forwarding of requests within the framework of the first-level resolution specifications and communication channels agreed in the service description. • Announcement of coordinated maintenance and fault reports via a fault announcement preceding the hotline. • Initiation of escalation measures. • Continuous improvement/development of the service in close cooperation with the contracting authority. • Continuous maintenance of the contracting authority's knowledge database (e.g. through Lessons Learned from ticket processing) in coordination and collaboration with the contracting authority.