Planning

Level 2 Helpdesk Support

NS&I

This public procurement record has 1 release in its history.

Planning

05 May 2026 at 09:29

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

This procurement process, currently in the planning stage, is directed by NS&I, a central government public authority headquartered in London, UK. The tender titled "Level 2 Helpdesk Support" falls under the services industry category specifically for helpdesk and support services. Suppliers within Lot 3a of the Tech Services 4 (RM6190) framework are invited to participate. The initial market engagement involves a Request for Information (RFI) issued on 30 April 2026, with responses due by 11 May 2026 at 4:00 PM. The procurement aims to secure a dedicated helpdesk service to handle technical support end-to-end, improve service stability, and ensure compliance with NS&I's security standards.

The opportunity is geared towards businesses that specialise in IT support services, particularly those familiar with a transforming operational environment requiring robust service delivery models. The successful vendor will operate through NS&I's ServiceNow platform and ensure BPSS cleared staff with services provided between the extended business hours of 8am to 8pm. This tender offers a contract value estimated at £1,916,066.67, with the service expected to commence on 1 September 2026 and potentially extend until May 2030. Companies capable of providing scalable helpdesk solutions with a focus on continuous service improvement and structured performance reporting are well-suited to compete.

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How relevant is this notice?

Notice Information

Notice Title

Level 2 Helpdesk Support

Notice Description

NS&I currently operates a third-party outsourced Level 2 Helpdesk function. As NS&I's operational environment continues to transform in complexity and scale, there is an increased need for a dedicated and resilient Level 2 Helpdesk service. A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands. This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm. The helpdesk provides triage services assessing incoming tickets against priority and technical service. The tickets are then passed to resolver groups which sit within NS&I's 4 strategic delivery partners and outgoing incumbent provider. Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM. Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expected to ensure that these are resolved via feedback to the point of origin. The helpdesk also ensures that all tickets raised have the minimum data set required for the suppliers to investigate or fulfil. To meet this need, the new supplier will be required to deliver a Level 2 Helpdesk service in line with agreed service levels. The supplier must operate through NS&I's ServiceNow platform, maintain BPSS cleared staff, deliver support during business hours, and comply with NS&I's security, standards, and ISO requirements. The service will also include structured performance reporting and a sustained commitment to continuous service improvement. This Request for Information/market engagement exercise is open to suppliers within Lot 3a of the GCA Technology Services 4 RM6190 framework only. Ref: itt_91872/Lot 3a Request for Information

Planning Information

An online Request for Information has been issued to suppliers within Lot 3a of the Tech Services 4 (RM6190) framework on 30/04/2026 via the Government Commercial Agency eSourcing tool. Ref: itt_91872/Lot 3a Request for Information Suppliers are invited to respond to the RFI questionnaire before the deadline of 11/05/2026, at 4.00pm. Lot 3a suppliers can access the Questionnaire and Statement of Requirements via the Government Commercial Agency eSourcing tool at: https://crowncommercialservice.bravosolution.co.uk/ Suppliers must submit their completed questionnaire via the Government Commercial Agency eSourcing tool at: https://crowncommercialservice.bravosolution.co.uk/ by the deadline of 11/05/2026 at 4.00pm.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0690fe
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/040875-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
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

72253000 - Helpdesk and support services

Notice Value(s)

Tender Value
£1,916,066 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
5 May 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
11 May 2026Expired
Award Date
Not specified
Contract Period
1 Sep 2026 - 31 May 2028 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NS&I
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 9HA
Post Town
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
Not specified
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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