--- title: "The purchase of an Out of Hours Service Desk for De Montfort University, Leicester" ocid: "ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de.json" source: "Contracts Finder" current_stage: "Tender" buyer: "DE MONTFORT UNIVERSITY" published: "2017-03-28" --- # The purchase of an Out of Hours Service Desk for De Montfort University, Leicester Buyer: DE MONTFORT UNIVERSITY Current stage: Tender OCID: ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de.json) ## Summary De Montfort University is seeking suppliers for an Out of Hours Service Desk to provide IT support for its staff and students. The contract, classified under technical computer support services, will span two and a half years, commencing on 25th September 2017. Interested bidders should note that the tender period ends on 30th April 2017. The university emphasises the importance of a partner who understands the academic calendar and the specific support needs during term time, reflecting on previous service request trends that highlight peak demand periods. This opportunity presents a valuable growth avenue for businesses specialising in IT service management, particularly those equipped to handle out-of-hours support and first-line assistance. Small and medium enterprises (SMEs) are particularly encouraged to compete, as the buyer seeks to foster a collaborative relationship with the successful supplier. Prospective bidders should review the Statement of Requirements for further details on the service expectations and preparation timeline to ensure a suitable readiness to meet the university's operational timeline. ## Notice DMU has a requirement to purchase an out of hours IT service desk solution to enable effective out of hours IT support to staff and students of the University. There is also a requirement to act as cover for the service desk during departmental meetings during core hours. The solution will be used for providing 1st line IT support and where necessary, escalating incidents to other IT support teams. The expected term of the proposed contract is two-and-a-half (2.5) years. Pricing must be firm for this period. Whilst the intended contract term is two-and-a-half (2.5) years, DMU requires the right to cancel it for convenience at three months' notice at any time. DMU is looking to work in the spirit of partnering with a supplier to support staff and students, and with a supplier who can also appreciate the academic calendar and the impact that it has during the year on support requirements. For example: o Jan 2015 - Dec 2015 there were 320 out of hours incidents / service requests logged of which 130 (41%) were logged during September, October and November. Out of the 320 incidents / service requests, 15 (4.6%) required escalating to 2nd line support as Priority One incidents. o Jan 2016 2016 - Dec 2016 there were 380 out of hours incidents / service requests logged of which 76 (20%) were logged during September , October and November. Out of the 380 incidents / service requests, 25 (6.5%) required escalating to 2nd line support as Priority One incidents. Of the 700 incidents / requests logged 552 (79%) were resolved by out of hours first line support. 40 (6%) were escalated to 2nd line and the remaining 108 (15.5%) were logged for DMU teams to process the next working day. This service needs to be up and running by September 25th 2017. It is possible that the chosen supplier may require up to two months of preparatory or commissioning work to get its proposed solution up and running. Further details of the requirement are set out in the Statement of Requirements (SoR) forming part of this document. Additional information: Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/027c0666-acdc-4c1a-8e79-599d73e038ba | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 28 Mar 2017 | | Submission deadline | 30 Apr 2017 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 24 Sep 2017 - 25 Mar 2020 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | DE MONTFORT UNIVERSITY | | Locality | N/A | | Post town | Leicester | | Postcode | LE1 9BH | | Country | England | | ITL 1 | TLF East Midlands (England) | | ITL 2 | TLF2 Leicestershire, Rutland and Northamptonshire | | ITL 3 | TLF21 Leicester | | Local authority | Leicester | | Electoral ward | Castle | | Westminster constituency | Leicester South | | Delivery location | TLF East Midlands (England) | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72611000 - Technical computer support services ## Release History - 28 Mar 2017 at 15:50 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/027c0666-acdc-4c1a-8e79-599d73e038ba ## Documents - https://www.contractsfinder.service.gov.uk/Notice/027c0666-acdc-4c1a-8e79-599d73e038ba 28th March 2017 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/demontfort/aspx/ Additional information on how to apply for this contract ## 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-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-65db413b-744d-4eaa-90b3-460ba410b4de.json.