--- title: "Provision of 2nd & 3rd Line Managed IT Support Services" ocid: "ocds-h6vhtk-02cf76" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02cf76" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02cf76.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02cf76.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "FIRST TRENITALIA WEST COAST RAIL LIMITED" published: "2021-08-02" --- # Provision of 2nd & 3rd Line Managed IT Support Services Buyer: FIRST TRENITALIA WEST COAST RAIL LIMITED Current stage: Tender OCID: ocds-h6vhtk-02cf76 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02cf76) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02cf76.json) ## Summary The procurement process, initiated by FIRST TRENITALIA WEST COAST RAIL LIMITED, involves the provision of 2nd & 3rd Line Managed IT Support Services. Classified under information technology services, this tender is currently in the Tender stage, with submissions due by 3rd September 2021. All services will support approximately 3,800 business employees across various UK locations while complying with established cybersecurity protocols. The contract is valued at £2.3 million and has a duration of 720 days, with an option for renewal for up to one additional year. This tender presents significant opportunities for IT service providers, particularly those specialising in managed technical support and cybersecurity services. Companies with expertise in end-user computer support and IT infrastructure management will be well-suited to compete for this contract. Furthermore, businesses that can demonstrate capabilities in proactive monitoring, incident management, and disaster recovery will likely have an advantage during the selection process. The procurement method is selective, involving a negotiated procedure following prior call for competition, signalling a priority for quality and reliability in service delivery. ## Notice 2nd/3rd Line Support The requirement is for a 2nd/3rd Line Managed Technical Support. 1. End User Computer - (2nd Line) Technical Support for all End User Computer and Deskside, /Station IT & Retail support including but not limited to; Windows OS, Office 365, File Storage, Active Directory Daily Management, Laptops, Desktops, Software, Mobiles, Tablets, Printers, Conference Meeting Rooms and Peripherals. Management of Security Software Licensing, Security Patching and Vulnerability Management. should also be included. 2. Core Technologies - 3rd Line Technical Infrastructure support and management including but not limited to Data Centre services which include Azure hosted, Physical Servers, Citrix, Active Directory, Print Management, and 2 / 3 Core Application Support. Management of core infrastructure policies and processes for All Services will have patching, backups, and recovery schedules and Disaster Recovery plans. Security and Vulnerability Management must also be managed across all AWC hosted and physical instances. ### Lot Information Lot 1 2nd/3rd Line Support The requirement is for a 2nd/3rd Line Managed Technical Support. 1. End User Computer - (2nd Line) Technical Support for all End User Computer and Deskside, /Station IT & Retail support including but not limited to; Windows OS, Office 365, File Storage, Active Directory Daily Management, Laptops, Desktops, Software, Mobiles, Tablets, Printers, Conference Meeting Rooms and Peripherals. Management of Security Software Licensing, Security Patching and Vulnerability Management. should also be included. 2. Core Technologies - 3rd Line Technical Infrastructure support and management including but not limited to Data Centre services which include Azure hosted, Physical Servers, Citrix, Active Directory, Print Management, and 2 / 3 Core Application Support. Management of core infrastructure policies and processes for All Services will have patching, backups, and recovery schedules and Disaster Recovery plans. Security and Vulnerability Management must also be managed across all AWC hosted and physical instances. Core Onsite Support Hours 08:00-18:00 excluding Christmas and Boxing Day with Out of Hours Support covering all other times. 24/7 P1/P2 Incident Resolution via Major Incident Management Process and proactive alerting on critical systems and services. Service will support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Service should incorporate promotion of Self Service, Intelligent Monitoring and Automation throughout with use of the First Trenitalia West Coast Rail Limited ServiceNow Instance for incident management. Leadership and ownership all Cyber Security activities relating to the AWC estate is essential. Continuous research into Artificial Intelligence and forming relationships with local colleague champions to promote Technology/Wider business engagement is essential. Provide onsite support at HQ UK offices and conduct site visits covering all other UK locations. Always take ownership of IT feedback to build relationships with all colleagues including our Station and IT Champions. TUPE Shall apply. Renewal: An option of a further period of up to 1 year. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/018440-2021 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Negotiated procedure with prior call for competition | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 2 Aug 2021 | | Submission deadline | 3 Sep 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £2,300,000 | | Lots value | £2,300,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | FIRST TRENITALIA WEST COAST RAIL LIMITED | | Locality | LONDON | | Post town | North West London | | Postcode | NW1 5DH | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | Hyde Park | | Westminster constituency | Cities of London and Westminster | | Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72222300 - Information technology services ## Release History - 2 Aug 2021 at 13:20 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/018440-2021 ## Notice URLs - http://www.avantiwestcoast.co.uk - https://procurement.gwr.com/ ## 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-h6vhtk-02cf76. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02cf76.json.