---
title: "Provision of 1st Line IT Helpdesk Support"
ocid: "ocds-h6vhtk-02cf8f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02cf8f"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02cf8f.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02cf8f.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "FIRST TRENITALIA WEST COAST RAIL LIMITED"
published: "2021-08-02"
---

# Provision of 1st Line IT Helpdesk Support

Buyer: FIRST TRENITALIA WEST COAST RAIL LIMITED  
Current stage: Tender  
OCID: ocds-h6vhtk-02cf8f

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## Summary

The FIRST TRENITALIA WEST COAST RAIL LIMITED is currently seeking tenders for the "Provision of 1st Line IT Helpdesk Support" in the industry of Information Technology Services. This procurement process, classified under services with a total value of £900,000, is at the active tender stage, with submissions due by 3rd September 2021. The selected service provider will be required to operate a 24/7 Managed IT Service Desk, catering to approximately 3,800 business employees throughout the UK with a contract duration of 720 days that includes an option for renewal for up to one year. The procurement method employed is selective, involving a negotiated procedure with prior call for competition.

This tender presents significant opportunities for businesses specialising in IT support services, particularly those adept in managing service desks and ITIL processes. Companies that can deliver around-the-clock support, carry out regular stakeholder engagement, and demonstrate innovations in areas such as self-service and intelligent monitoring would be well-equipped to compete. Given the scale of support required, businesses that have a robust infrastructure and experience in managing substantial client bases will likely find this contract particularly appealing.

## Notice

The requirement is for a 24/7 Managed IT Service Desk. Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions. Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure. Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times.

### Lot Information

Lot 1

The requirement is for a 24/7 Managed IT Service Desk. Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions. Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure. Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times. 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 all elements of the service. Continuous research into Artificial Intelligence and forming relationships with local colleague champions to promote Technology/Wider business engagement is essential. The service will own and manage ITIL processes for all IT Support groups to ensure governance is applied and adhered. This will include: * Incident Management * Major Incident Management * Request Management * Change Management * Problem Management * Knowledge Management * Vendor Management * Escalation Management TUPE shall apply.

Renewal: An option for a further period of up to 1 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/018465-2021 |
| 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 | £900,000 |
| Lots value | £900,000 |
| 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 14:28 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/018465-2021

## 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-02cf8f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02cf8f.json.