First-Level IT Support Service Provider

Summary

Fraunhofer-Gesellschaft is procuring first-level IT support for around 2,000 IT workstations at its locations in Munich, Birlinghoven, Berlin, Darmstadt and Stuttgart, as well as for representative offices in China, South Korea, India, Brazil and Japan. The service covers service-desk and ticket handling, workplace hardware, software and operating systems, user accounts and applications, IT service-management processes, and remote support for about 25 international workstations. The expected volume is approximately 650 tickets per month, with peaks of up to 900; the contract has a 24-month initial term, two possible 12-month extensions and a one-month onboarding phase.