Objective:	The IT Service Desk provides a central point of contact for internal clients to log, track and resolve incidents and requests for hardware, software and security provisioning within established service level agreement performance metrics.
Scope of Service:	The Service Desk will receive requests for service via telephone, e-mail, and Intranet.  All requests/incidents will be recorded for proper tracking and for those not resolved by the Service Desk, escalated for resolution within the established Performance Measures in this agreement.  The Service Desk will perform incident determination to ensure proper incident definition and then resolve the incident or route the ticket to the responsible 2nd level IT service provider for action as appropriate. General duties include: Process client and internal IT incidents, requests and inquiries received through phone, E-mail, and voice mail entry points for IT products and services Collect and record information within an Incident Management System and serve as a single point of contact and communications point with clients. Perform incident root cause determination procedures and ticket categorization to ensure proper incident definition and routing of ticket, if necessary. Provide incident/request communication including incident logging, transfer to the appropriate service provider, incident tracking, prior call matching, and follow-up of satisfactory resolution with the client. Coordinate communications of widespread and functional outages / issues. Perform password resets Meet or exceed primary performance measures (as documented below) Develop, maintain and utilize call scripts to improve the consistency and effectiveness of client phone communications Develop, maintain and utilize "knowledge base" technology and content to improve 1st call response rates and accurate routing of incidents. Create and maintain escalation procedures, contact lists, incident assessment scripts, and Service Desk resolution procedures. Perform Problem Management analysis and reporting to highlight issues and forecast trends Train staff for continuous performance improvement Develop, maintain and generate Service Desk statistical reporting based on prescribed frequency. Include performance analysis, issue identification and corrective action plans. Provide planning, coordination and relationship management functions with responsible Company IT management Provide emergency on call / on site support in response to emergency events, outside normal business operations hours.
Qualifications, Retention and Replacement of Vendor Personnel	Vendor will recruit and maintain an adequate number of personnel to perform contracted services.  The personnel that the Vendor assigns to perform the services will be properly educated, trained and fully qualified for the services they are to perform. Vendor must manage turnover rates of Vendor personnel performing the services under 15% annually.  If Company determines that Vendor's turnover rate is excessive and so notifies Vendor, Vendor must issue directives to correct the problem in writing within 30 days subject to further escalation and breach of contract provisions.    In the event that a performance or policy related issue is identified by Company, Vendor will promptly investigate the matter, discuss the findings and resolve any issue with the employee. If Company, in good faith, requests replacement of employee, Vendor shall replace that person with another person of suitable ability and qualifications within 30 days.
Conduct of Vendor Personnel and Security	While on Company premises, Vendor personnel will observe request of Company regarding personal or professional conduct, observe and comply with all Company policies and procedures concerning workplace conduct. Vendor personnel located on-site at any Company facility will comply with all facility security standards including visual badge identification.
Method of Measurement:	Time to Answer - The percentage of calls answered by Service Desk staff members within designated time limit. Service Desk Resolution Rate - The percentage of incident calls closed by the Level 1 Service Desk.                                 Total Service Desk Resolved Incidents /                          Total Incidents Received by the Service Desk Client Satisfaction - The percentage of clients surveyed indicate they are satisfied with service delivered. # Clients Indicating they Agree or Disagree that Service as Satisfactory  / Total Clients Surveyed
Target Measure:	Time to Answer 85% < 30 seconds Service Desk Resolution Rate  > 75% Any and all issues or concerns that will prevent the contractor from meeting the established targets must be provided to the Manager of Customer Support IT. However, Utility Shared Services Corporation expects the contractor to use all reasonable efforts including qualified personnel and process improvements to attempt to meet this target.  Client Satisfaction Vendor will achieve a 90% response rate of Satisfactory or better.