OECM Savings | Choice | Service

Savings | Choice | Service

IT Help Desk Support Services

Available exclusively through OECM’s Marketplace, Buchanan Technologies, IT Help  Desk Support Services provides you with comprehensive IT assistance - helping users troubleshoot their issues to get them back up and running, quickly and efficiently.  By undertaking a non-binding procurement process, it helped us to offer you a much more robust and customer driven offering.

IT Help Desk Support Services can cover virtually all your help desk and technical support needs and can be designed to help meet the specific IT requirements and growing demands of the broader public sector in Ontario. 

What You'll Get​

Support

  • Bilingual Tier 1 and Tier 2 IT Helpdesk Support Services 
  • 24/7 support
  • Flexible and competitive pricing models
  • HDI Certified, Canadian-based, bilingual analysts
  • Varied support channels (toll-free voice, email, web-based chat, portal)
  • Secure, North American data centres
  • Robust Issue Tracking System (ITS) or option to use your own ITS system
  • Comprehensive device support (desktop, tablets, phone, mobile and smartphone devices, printers, servers)
  • Support for numerous IT environments (Windows, MAC OS, SAP, ERP)
  • Onsite support, VIP options, after hours service options and optional web-based self-service tool (MyIT)​
  • Implementation planning, training, transition and roll-out​

Tracking and Reporting

  • Service Level Agreement covering minimum performance metrics: wait and abandon times, resolution, customer satisfaction rates and timed response rates​
  • Comprehensive data tracking, trending and reporting capabilities
Products and Services: 
Bilingual Tier 1 and Tier 2
Connectivity Issues
Desktop Support
Help Desk
IT Self-Service
ITS Mobile Smartphone
Laptop Operating Systems
MyIT
Password resets
Tech Support
Workstation
Supplier Partners
Buchanan Technologies Ltd.
Category: 
Expiry Date: 
May 31, 2021
OECM has the option to extend the Master Agreement for two additional periods of up to three years each
Have Questions? Get in touch with OECM! 
Working Group Members: 
  • Centennial College, George Brown College, Georgian College, Humber College, Mohawk College, Northern College, Seneca College, St. Lawrence College

Supplier Partners