---
title: "Service Desk Support"
ocid: "ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS ARDEN AND GEM CSU"
published: "2021-09-28"
---

# Service Desk Support

Buyer: NHS ARDEN AND GEM CSU  
Current stage: Award  
OCID: ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280.json)

## Summary

The NHS Arden & Greater East Midlands CSU is currently at the award stage of a procurement process for a contract titled "Service Desk Support". This contract falls within the information technology services industry category and is based in Derby, East Midlands, England. The tender was published on 28 September 2021, with the award having been made on 28 July 2021 for a total value of £120,000, following a selective procurement method as a call-off from a framework agreement. The contract period is set to run from 16 August 2021 to 31 October 2021.

This tender presents a significant opportunity for businesses specialising in IT service management, particularly those experienced in managing service desk operations and incident resolution. Suppliers that can demonstrate relevant expertise, efficient problem-solving capabilities, and a sustainable support model would be well-suited to compete. Furthermore, small and medium-sized enterprises (SMEs) may find this contract accessible, given the contracting authority's acknowledgement of their suitability.

## Notice

NHS Arden & Greater East Midlands CSU (AGEM) are seeking a partner to provide support and insight to the resolution of incident and service request tickets. Our Service Desk team use the Ivanti platform and are responsible for dealing inbound call-handling; first-time fix, remote fix and field engineering backed by traditional tiered support beyond the desk itself. In response to this ITT, suppliers should consider how they can demonstrate relevant experience, their approach, the expected output and how they will deliver the work with minimal impact on current AGEM operations. Our ServiceDesk is currently experiencing an increasing volume of calls and dealing with an inherited backlog. The volume of work is in itself limiting our capacity for investigating root cause of the increased volume in order to then address the causes. For this reason, we are looking for support in terms of clearing the current backlog but for these staff to then help in the diagnosis of what areas or issues AGEM need to focus on and resolve in order to deliver better service to customers with a sustainable support model.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/840b7bf1-5d4e-4703-a785-75c82739876e |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Sep 2021 |
| Submission deadline | 13 Jul 2021 |
| Future notice date | Not specified |
| Award date | 27 Jul 2021 |
| Contract period | 15 Aug 2021 - 31 Oct 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £120,000 |
| Lots value | Not specified |
| Awards value | £120,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS ARDEN AND GEM CSU |
| Locality | DERBY |
| Post town | Derby |
| Postcode | DE1 3QT |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF1 Derbyshire and Nottinghamshire |
| ITL 3 | TLF11 Derby |
| Local authority | Derby |
| Electoral ward | Darley |
| Westminster constituency | Derby North |
| Delivery location | TLF East Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SEYMOUR JOHN |

## CPV Codes

### Divisions

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

### Codes

- 72222300 - Information technology services

## Release History

- 28 Sep 2021 at 11:37 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/840b7bf1-5d4e-4703-a785-75c82739876e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/840b7bf1-5d4e-4703-a785-75c82739876e
  28th September 2021 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280.json.