Service Description

Heavy Duty Security Co. shall deliver the full array of services, staff, and expertise to operate and maintain Service Desk/Help Desk/ Call Center functions as specified in individual Task Orders. Heavy Duty Security Co. shall be required to participate in/support various aspects of applicable Service Operation processes (e.g., Incident Management, Event Management, Request Fulfillment, Access Management, Problem Management, etc.) as prescribed by the Task Order. Heavy Duty Security Co. shall perform in a manner that is consistent with industry standard and best practice guidelines, while operating within the IT Service Management (ITSM) frameworks adopted and governed by organization policies, procedures and practices. Service-level requirements, metrics and other specifics shall be defined in each Task Order. Provide software system administration and operational support onsite or remotely as required. Install new software releases to supported locations/facilities/sites as required. This may include, but is not limited to, individual computer and peripheral maintenance and desk side services.