---
title: "Service Desk Telephone Support - Shared Technology Services"
ocid: "ocds-b5fd17-c36230ac-4e3f-4064-85d8-fb48328d693c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c36230ac-4e3f-4064-85d8-fb48328d693c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c36230ac-4e3f-4064-85d8-fb48328d693c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c36230ac-4e3f-4064-85d8-fb48328d693c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF BRENT"
published: "2025-03-14"
---

# Service Desk Telephone Support - Shared Technology Services

Buyer: LONDON BOROUGH OF BRENT  
Current stage: Award  
OCID: ocds-b5fd17-c36230ac-4e3f-4064-85d8-fb48328d693c

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## Summary

The London Borough of Brent is overseeing the procurement process for the "Service Desk Telephone Support - Shared Technology Services," focusing on IT services required by Shared Technology Services (STS). This tender, classified under the IT services industry category, involves providing 24 x 7 x 365 telephone support for three council partners: the London Boroughs of Brent, Lewisham, and Southwark. The procurement stage has advanced to the award phase, with the contract having been awarded to Node4 Ltd, with a contract value of £396,664.71. The service delivery is set to begin on 1st April 2025 and extend through to 31st March 2027, with potential for a one-year extension. The tender used an open procedure and was published on 25th November 2024, with the final tender submission date being 30th December 2024.

This tender presents substantial growth opportunities for businesses in the IT service sector, particularly those offering strong capabilities in first-line telephone support, network, messaging, and collaboration services. Small and medium-sized enterprises (SMEs) as well as voluntary, community and social enterprises (VCSEs) are particularly well-suited to compete, given the explicit suitability criteria. The requirement for around-the-clock support can create ongoing business for companies adept at managing continuous IT support and infrastructure services. The partnership with STS under the governance of Brent, Lewisham, and Southwark councils, offers a robust platform for firms to establish long-term service relationships and expand their footprint in public sector IT services provisioning. Overall, this contract can help firms demonstrate capability and reliability in managing substantial public sector IT operations.

## Notice

On behalf of Shared Technology Services, London Borough of Brent is seeking tenders via an Open procedure for Service Desk Telephone Support on 24 x 7 x 365 basis. It is mandatory for Shared Technology Services to have service desk telephone support on 24 x 7 x 365 basis. The anticipated delivery date will be 1st April 2025. The proposed contract term is 1 year, + 1 year extension. The requirement is to provide a first-line telephone support service for the three council partners (London Borough of Brent, London Borough of Lewisham and London Borough of Southwark) and the LGA to run alongside the STS onsite, UAT and central service desk teams. Shared Technology Services (STS) provides IT infrastructure management and support to three partner councils, namely the London Boroughs of Brent, Lewisham and Southwark. Additional supported services include networks, messaging and collaboration services, support for end-user devices such as laptops, tablets and mobile phones, as well as providing the service desk to resolve IT-related incidents and requests. The three partner councils that provide governance over STS are Brent, Lewisham and Southwark, as set out in the Inter Authority Agreement (IAA). Brent is the lead council in the respect that it is the employer for all officers within STS and also carries out procurements and contracts on behalf of STS. The services provided by STS include the procurement and management of IT related services for each of the three councils. The procurement is undertaken in accordance with the Procurement Protocols in the IAA.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b98c89a0-dc1f-4779-a30d-94cb566b0c38 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Mar 2025 |
| Submission deadline | 30 Dec 2024 |
| Future notice date | Not specified |
| Award date | 14 Mar 2025 |
| Contract period | 31 Mar 2025 - 31 Mar 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £396,664 |
| Lots value | Not specified |
| Awards value | £396,664 |
| 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 | LONDON BOROUGH OF BRENT |
| Locality | WEMBLEY |
| Post town | Harrow |
| Postcode | HA9 0FJ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI7 Outer London - West and North West |
| ITL 3 | TLI72 Brent |
| Local authority | Brent |
| Electoral ward | Wembley Park |
| Westminster constituency | Brent West |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NODE4 |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 72000000 - IT services: consulting, software development, Internet and support
- 79500000 - Office-support services

## Release History

- 14 Mar 2025 at 09:04 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b98c89a0-dc1f-4779-a30d-94cb566b0c38
- 2 Dec 2024 at 08:06 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/d329ddd8-5b3e-4738-94d4-5983824e072b
- 25 Nov 2024 at 13:50 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/78e81f56-bdf6-4584-a857-998c3b56a6c3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b98c89a0-dc1f-4779-a30d-94cb566b0c38
  14th March 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/d329ddd8-5b3e-4738-94d4-5983824e072b
  2nd December 2024 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/78e81f56-bdf6-4584-a857-998c3b56a6c3
  25th November 2024 - Opportunity notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=d5820261-1da7-ef11-8132-005056b64545
  Award Notice

## Notice URLs

- http://www.brent.gov.uk/

## 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-c36230ac-4e3f-4064-85d8-fb48328d693c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c36230ac-4e3f-4064-85d8-fb48328d693c.json.