Dienstverlening voor de Helpdesk Infrastructure & Facilities (HIF)

Framework agreement for the provision of crew for a technical helpdesk and related services. The Brussels Airport Company (BAC) Infrastructure and Facilities Helpdesk (HIF) manages the analysis, handling and follow-up of technical alarms and service requests relating to airport assets, facilities and systems that fall under the jurisdiction of BAC. The HIF also supports BAC Parking Management and BAC Customer Care during night and weekend hours. Every year, the HIF processes approximately 30,000 tickets based on alarms, calls, emails and direct notifications from employees (Front Office). The technical interventions often require immediate action and are carried out by multidisciplinary employees (Field Office). These interventions are implemented by the HIF and cover a wide range of operational issues. The HIF also provides the operational management of the issuance of (fire) permits (Back Office). On average, approximately 1,400 (fire) permits are processed annually. All processes must be carried out in a customer-oriented manner, with the necessary coordination with all parties involved and with efficient implementation. This assignment concerns a framework agreement for a duration of 3 years, extendable twice for a period of 1 year each time.