Germany – Customer services – DEW21; User Help Desk

The Dortmund Energy and Water Supply GmbH (DEW21) as a regional supplier and critical infrastructure operator relies on a highly available IT infrastructure. IT support services are already established. The aim of this tender is to consolidate a defined area of the Service Desk and transfer it to a central service provider. The environment to be managed comprises various systems and applications. The required processing depth is modular and system-dependent: it ranges from the complete end-to-end solution (1st to 2nd Level by the service provider) to pure, qualified dispatching (ticket forwarding) to internal DEW21 specialist teams or third parties. Support should also be provided in implementing General Service Requests (SRs) in day-to-day operations.