Notice Information
Notice Title
Provision of 1st Line IT Helpdesk Support
Notice Description
The requirement is for a 24/7 Managed IT Service Desk. Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions. Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure. Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times.
Lot Information
Lot 1
The requirement is for a 24/7 Managed IT Service Desk. Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions. Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure. Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times. Service should incorporate promotion of Self Service, Intelligent Monitoring and Automation throughout, with use of the First Trenitalia West Coast Rail Limited ServiceNow Instance for all elements of the service. Continuous research into Artificial Intelligence and forming relationships with local colleague champions to promote Technology/Wider business engagement is essential. The service will own and manage ITIL processes for all IT Support groups to ensure governance is applied and adhered. This will include: * Incident Management * Major Incident Management * Request Management * Change Management * Problem Management * Knowledge Management * Vendor Management * Escalation Management TUPE shall apply.
Renewal: An option for a further period of up to 1 years.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-02cf8f
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/018465-2021
- Current Stage
- Tender
- All Stages
- Tender
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Negotiated procedure with prior call for competition
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
72 - IT services: consulting, software development, Internet and support
-
- CPV Codes
72222300 - Information technology services
Notice Value(s)
- Tender Value
- £900,000 £500K-£1M
- Lots Value
- £900,000 £500K-£1M
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 2 Aug 20214 years ago
- Submission Deadline
- 3 Sep 2021Expired
- Future Notice Date
- Not specified
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Active
- Lots Status
- Active
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- FIRST TRENITALIA WEST COAST RAIL LIMITED
- Contact Name
- Not specified
- Contact Email
- pardeep.dubb@avantiwestcoast.co.uk
- Contact Phone
- +44 7920530473
Buyer Location
- Locality
- LONDON
- Postcode
- NW1 5DH
- Post Town
- North West London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI3 Inner London - West
- Small Region (ITL 3)
- TLI35 Westminster and City of London
- Delivery Location
- TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland
-
- Local Authority
- Westminster
- Electoral Ward
- Hyde Park
- Westminster Constituency
- Cities of London and Westminster
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.
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