Service Desk - Support Levels 1, 2 & 3

Good Samaritan is issuing this Request for Proposal (RFP) to solicit proposals from qualified Managed Service Providers (MSPs) to deliver Help Desk / Service Desk support services across the organization. This RFP covers Support Levels 1 (L1), 2 (L2), and 3 (L3), establishing a structured, ITIL-aligned service model for comprehensive Help Desk and engineering support across all Good Samaritan locations.
The Help Desk / Service Desk team will be physically based at the Good Samaritan Head Office in Edmonton, Alberta, serving all 28 Good Samaritan locations across Alberta and British Columbia. Good Samaritan seeks an MSP partner that can staff and manage this team while delivering consistent, ITIL-aligned service quality and meeting the operational demands of a 24x7 healthcare environment.