Alberta Purchasing #RFP103-2026-012

Managed Service Provider Sought for IT Help Desk & Service Desk Support (L1-L3)

The Good Samaritan Society is seeking a Managed Service Provider (MSP) to deliver comprehensive IT Help Desk and Service Desk support across its healthcare organization. - Government Buyer: - Good Samaritan Society (A Lutheran Social Service Organization) - Director of Procurement & Contracts Management oversees the procurement - Scope of Services: - ITIL-aligned Help Desk / Service Desk support at Levels 1, 2, and 3 (L1, L2, L3) - Includes engineering support and management of a dedicated team - Services to be provided at the Good Samaritan Head Office in Edmonton, Alberta - Support covers all 28 Good Samaritan locations in Alberta and British Columbia - Must meet the demands of a 24x7 healthcare environment - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - Unique Requirements: - MSP must staff and manage the service desk team - Service delivery must be consistent and aligned with ITIL best practices - Open and competitive procurement posted on the Alberta procurement portal

Description

The Good Samaritan Society is soliciting proposals from qualified Managed Service Providers to deliver Help Desk / Service Desk support services across their organization. The services cover Support Levels 1, 2, and 3, following an ITIL-aligned service model for comprehensive support across all Good Samaritan locations. The Help Desk team will be based at the Good Samaritan Head Office in Edmonton, Alberta, serving 28 locations across Alberta and British Columbia. The MSP partner must staff and manage the team to deliver consistent service quality and meet the demands of a 24x7 healthcare environment.

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