Customer Service Technical Assistance for Digital Identity Management

This contract aims to provide professional assistance to strengthen the Digital Identity Area. The work includes managing information systems, improving user support, and overseeing the issuance of cards and digital certificates. Key services required include: - Installation, management, and operation of public key infrastructure systems and support systems. - Specialized support for users and operators at Registration Points. - Management of video identification services for issuing qualified certificates. - Handling requests for personal and non-personal certificates. - Administration of systems, networks, and perimeter security equipment. - User management and domain administration. - Issuance of certificates, card printing, management and control of shipments, and associated administrative activities. - Management of documentation related to the issuance of digital certificates and user registration points. - Troubleshooting client issues related to the above functions at levels 1 and 2, providing both basic and specialized technical support. - Development of software components to unify service and sales channels for users in the Digital Identity Area. - Evolution of applications related to the Registry of Representatives and maintenance of associated documentation. - Analysis and development of elements to eliminate manual intervention in service processes. - User assistance in service requests or supplies through sales channels, payment issues, and subsequent management. - Review of support procedures and communication with CAU-TIC of the Generalitat Valenciana. During the contract, ISTEC may discontinue some professional profiles, except for the system administration profile, which will be maintained throughout the contract duration.