IT Service Desk Services

Background
The Virginia Retirement System (VRS) is an independent state agency based in Richmond, VA, responsible for administering pension plans and benefits for Virginia's public sector employees. Established in 1942, VRS serves over 803,000 members including public school teachers, state agency employees, and law enforcement personnel. The agency aims to enhance its online services and provide comprehensive support to its members through various resources.

This Request for Proposal (RFP) seeks to establish a multi-year contract for IT Service Desk Services to support approximately 575 employees and contractors at VRS.

Work Details
The selected vendor will be responsible for delivering comprehensive IT Service Desk Services which include:
1. **Technical Support**: Provide first response technical support for computer, mobile devices, software, audio-visual equipment, and printers.
2. **Incident Management**: Handle approximately 3,120 tickets annually with a focus on software/application support (30%), services (23%), network issues (17%), audio-visual support (8%), hardware issues (7%), procurement (7%), mobile devices (6%), and printer support (2%).
3. **Staffing**: Maintain a fully staffed team including roles such as End User Services Manager, Service Desk Analysts, Desktop Support Technicians, and Escalation Engineers.
4. **Service Delivery**: Ensure timely resolution of incidents with defined service level agreements (SLAs) including response times ranging from 15 minutes for urgent issues to 24 hours for low priority issues.
5. **Training & Documentation**: Provide training sessions on commonly used applications and maintain documentation of processes and procedures.
6. **Asset Management**: Manage inventory of deployed equipment and maintain records of all assets.

Period of Performance
The contract will be performed over a period of two years with the option for two additional two-year renewals or as negotiated.

Place of Performance
The services will primarily be performed at the VRS headquarters located at 1111 East Main Street, Richmond, Virginia.