Expiration: May 31, 2027. This agreement has no further extension periods remaining.
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.
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, zones serviced, 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
77 City Centre Drive
Suite 503 – East Tower
Mississauga, Ontario L5B 1M5
Canada
http://www.buchanan.com/
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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
Project Advisors
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.
