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LGS/Q/001/2026 - Telephone Service Desk Support

Middlesbrough Council

This public procurement record has 1 release in its history.

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14 Aug 2026 at 15:20

UK7 - Contract Details Notice
Summary of the contracting process

Middlesbrough Council procured telephone and email service desk support for its LMS helpdesk. The service covers routine 8x5 support, incident response and technical assistance for council users. It includes priority-based response handling, critical hardware replacement and an onsite engineer for hardware replacement activities. The work is delivered for Middlesbrough Council in Middlesbrough, within the North East of England. The procurement is for services in the IT support and helpdesk sector, including software, internet and related support services. This is a single, council-wide requirement focused on maintaining access to a supported LMS environment and providing a managed response when users experience service or hardware issues.

The procurement has been completed and the contract was awarded to WCL UK Ltd trading as Everything ICT. It was a below-threshold procedure with one lot, and the resulting contract is active. The contract was signed on 17 July 2026 and runs from 1 August 2026 to 31 July 2027. Its value is £34,089 excluding VAT, or £40,906.80 including VAT. The service requires telephone and email support during 8x5 operating hours, with a 15-minute response for Priority 1 incidents and a four-hour response for Priority 2 and 3 incidents. Hardware replacement follows the critical hardware support arrangements, with next-business-day onsite engineering for hardware replacement. The supplier selected was WCL UK Ltd trading as Everything ICT.

This requirement indicates demand from Middlesbrough Council for a managed LMS helpdesk provider able to combine responsive user support with practical hardware support. Credible competitors would need an established telephone and email service desk, processes capable of meeting sharply differentiated priority response targets, and staff available during standard 8x5 support hours. They would also need the operational capacity to manage critical hardware replacement and arrange an onsite engineer by the next business day when replacement work requires it. Relevant experience should cover IT helpdesk operations, LMS or software support, incident management and customer communications. Suppliers with reliable service-level monitoring, escalation procedures, hardware logistics and regional engineering coverage would be well placed when this type of council requirement returns to market.

How relevant is this notice?

Notice Information

Notice Title

LGS/Q/001/2026 - Telephone Service Desk Support

Notice Description

LMS Helpdesk Support per annum 8x5x4 Response Start Date: 1st August 2026 End Date: 31st July 2027 Telephone & Email Support: 8x5 Response SLA: Priority 1 - 15 minutes (in hours 8x5) Priority 2&3 - 4 hours (in hours 8x5) Hardware Replacement: As per 'Critical Hardware Support' Onsite Engineer: Next Business Day (hardware replacement only)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e4de
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077782-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Below threshold - unknown
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£34,089 Under £100K

Notice Dates

Publication Date
14 Aug 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
17 Jul 20261 months ago
Contract Period
1 Aug 2026 - 31 Jul 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Middlesbrough Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
MIDDLESBROUGH
Postcode
TS1 9FT
Postcode Area
Cleveland
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC3 Tees Valley
Small Region (ITL 3)
TLC32 South Teesside
Delivery Location
Not specified
Local Authority
Middlesbrough
Electoral Ward
Newport
Westminster Constituency
Middlesbrough and Thornaby East

Supplier Information

Number of Suppliers
1
Supplier Name

WCL UK Ltd t/a Everything ICT

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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