---
title: "Service Desk Software - Knowledge Services & Library"
ocid: "ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS ENGLAND"
published: "2026-04-02"
---

# Service Desk Software - Knowledge Services & Library

Buyer: NHS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85.json)

## Summary

The procurement process for a service desk software contract has been completed by NHS England, focusing on the National Knowledge and Library Services team. This project falls within the software package and information systems category, specifically in England, United Kingdom (postal code LS1 4AP). The process, initiated through selective procurement as a call-off from a framework agreement, advanced to the award stage with the contract valued at £39,465 GBP. Key dates include the tender period ending on 20th February 2026, the contract commencing on 28th February 2026, and concluding on 1st March 2028.

This contract represents a prime opportunity for businesses specialising in service desk platforms, particularly those offering knowledge management and change management capabilities. Although NHS England selected Freshworks Inc. as the supplier, companies in the software sector with similar capabilities might find insights into procurement methods such as call-offs from framework agreements beneficial for future tenders. While the tender did not specify suitability for SMEs or VCSEs, established larger enterprises could find similar opportunities conducive to growth in public sector contracts.

## Notice

A contract to provide a service desk platform with knowledge management and change management capabilities for the National Knowledge and Library Services team.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/7da089ec-0bb3-4a89-bc95-3e15db04de6d |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Not specified |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Apr 2026 |
| Submission deadline | 20 Feb 2026 |
| Future notice date | Not specified |
| Award date | 29 Mar 2026 |
| Contract period | 28 Feb 2026 - 1 Mar 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £25,965 |
| Lots value | Not specified |
| Awards value | £39,465 |
| 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 ENGLAND |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS1 4AP |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Hunslet & Riverside |
| Westminster constituency | Leeds South |
| 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 | FRESHWORKS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 2 Apr 2026 at 14:56 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/7da089ec-0bb3-4a89-bc95-3e15db04de6d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/7da089ec-0bb3-4a89-bc95-3e15db04de6d
  2nd April 2026 - 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-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ec49b4e9-3b4c-4d47-bb9b-d75d5672bb85.json.