CanadaBuys #AB-2026-05645

Request for Proposal - Service Desk Support Levels 1, 2 & 3 for Good Samaritan Society

This opportunity seeks a Managed Service Provider (MSP) to deliver ITIL-aligned Help Desk and Service Desk support for the Good Samaritan Society, a healthcare-focused organization. - Government buyer: Good Samaritan Society (A Lutheran Social Service Organization), Head Office in Edmonton, Alberta - Services requested: - Comprehensive Help Desk / Service Desk support at Levels 1, 2, and 3 - ITIL-aligned service model for both Help Desk and engineering support - 24x7 support coverage for all 28 Good Samaritan locations across Alberta and British Columbia - MSP team to be physically based at the Edmonton Head Office - Unique requirements: - Support must be suitable for a healthcare environment - MSP is responsible for staffing and managing the onsite team - No specific OEMs, vendors, or part numbers are mentioned in the notice - Contract duration is 35 months - Open to competitive bidding under Canada-European Union Comprehensive Economic and Trade Agreement (CETA)

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, establishing an ITIL-aligned service model for comprehensive Help Desk and engineering support across all Good Samaritan locations. The Help Desk team will be based at the Head Office in Edmonton, Alberta, serving 28 locations across Alberta and British Columbia. The contract duration is 35 months, starting in January 2027, and the service must meet the operational demands of a 24x7 healthcare environment.

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