Expiration: August 21, 2033. This agreement has no extension options available.
IT Help Desk Services
OECM’s IT Help Desk Services agreement gives customers access to experienced suppliers offering a full range of IT support services available 24/7, all year round. This re-tendered agreement introduces bilingual service categories (deliverables in English and French), expanded supplier options, and multi-tiered support for issues ranging from basic troubleshooting to advanced technical resolution to support long-term value and operational efficiency.
This agreement is a re-tender of the IT Help Desk Support Services 2016. Any signed Customer-Supplier Agreement (CSA) under the IT Help Desk Support Services 2016 agreement remains valid until May 31, 2027. To sign on to the re-tendered agreement, please complete a new CSA with an awarded supplier. If customers require any documents from the previous agreements, please contact our dedicated Customer Support team at customersupport@oecm.ca.
Awarded Supplier Partners
Click on an awarded supplier partner’s name, ordered alphabetically in the column on the left, to view complete supplier details, contact information, as well as relevant agreement documents including the Master Agreement (MA), Customer-Supplier Agreement (CSA), price lists, and other related materials, as applicable.
Buchanan Technologies Ltd.
All Zones
Category A – Deliverables provided in English
Category B – Deliverables provided in French
77 City Centre Drive – East Tower, Suite 503
Mississauga, Ontario L5B 1M5
Canada
http://www.buchanan.com/
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Category A – Deliverables provided in English
Category B – Deliverables provided in French
255 Smyth Rd.
Ottawa, Ontario K1H 8M7
Canada
https://novanetworks.com/
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Category A – Deliverables provided in English
Category B – Deliverables provided in French
340 Albert St., Suite 1800
Ottawa, Ontario K1R 7Y6
Canada
https://oxaro.com/
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What You’ll Get
A wide range of IT Help Desk solutions that are available under two service categories:
Category A – Deliverables provided in English
Category B – Deliverables provided in French
24/7/365 Help Desk Support
- Continuous help desk support 24/7/365, through multiple channels including phone, email, chat, and web portal
- Support for a variety of hardware and software assets, including but not limited to mobile devices, laptops, desktops, printers, servers, network equipment, audio/visual systems, enterprise applications, and more
Multi-tiered Service Levels (Level 1, Level 2, Level 3) Based on Complexity and Urgency
- Service levels representing different tiers of support, each designed to address varying levels of complexity, urgency, and expertise required to resolve issues
- Level 1: Password resets, software installation assistance, basic hardware troubleshooting, general inquiries, ticket creation for escalation, and more
- Level 2: Advanced technical issues and software/hardware diagnostics, configuration changes, and performance troubleshooting, complex access issues, and more
- Level 3: High-impact and specialized technical problems, system architecture, database, and server-level issues, coordination with vendors or developers for deep troubleshooting
- Trained staff to ensure technical skills and diagnostic ability match the required troubleshooting to provide a resolution
Flexible Delivery Models and ITSM Integration
- Offering both onsite and remote service models designed for scalability and security
- Ability to integrate with customer IT Service Management (ITSM) platforms (e.g., ServiceNow, BMC Helix), and supporting API-based integration and custom workflows
- Adherence to data protection standards and policies
- Performance reporting, including tracking of issues and resolutions, issue updates, dashboard tracking, and more
How to Get Started
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Feedback
SRP Customer Satisfaction Survey
As a valued customer with direct purchasing experience with our Supplier Partners, your feedback in the Supplier Recognition Program is crucial. Customer feedback is one of the focus areas used for SRP evaluations and survey (Net Promoter Score, NPS) is used for a customer feedback mechanism. The survey includes the list of suppliers who are eligible to participate in each year’s SRP. Survey result will be collected and shared back with the supplier partner by OECM.
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