---
title: "Out of Hours IT Helpdesk Managed Service"
ocid: "ocds-h6vhtk-03f52d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03f52d"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f52d.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f52d.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE UNIVERSITY OF BIRMINGHAM"
published: "2023-08-18"
---

# Out of Hours IT Helpdesk Managed Service

Buyer: THE UNIVERSITY OF BIRMINGHAM  
Current stage: Award  
OCID: ocds-h6vhtk-03f52d

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## Summary

The University of Birmingham has awarded a contract for the "Out of Hours IT Helpdesk Managed Service" to the University of Northumbria at Newcastle. The procurement process was completed through a limited award procedure without prior publication of a call for competition. The service provides 24/7 IT and library support to students and staff of universities and colleges, with a focus on the Higher Education sector. The contract has a total value of £168,111 and was signed on 18th August 2023.

This tender presents an opportunity for businesses that specialise in providing IT support services tailored to the Higher Education sector. Companies with expertise in offering first and second line support, familiarity with academic environments, and the ability to provide constant assistance through phone and live chat channels would be well-suited to compete for similar future contracts. The successful bidder, University of Northumbria at Newcastle, showcased their large-scale capabilities, highlighting the potential for growth and collaboration within the education technology sector.

## Notice

a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed.

### Lot Information

Lot 1

a subscription-based service providing first and second line support with IT and library queries to students and staff of participating universities and colleges at times when the main support services are closed. The service operates from 17:00 to 08:00 weekdays, 24 hours weekends and public holidays. Contact to the service may be made by phone, email, and Live Chat.

### Procurement Information

Norman is in the unique position of being operated by a Higher Education institution within the heart of its own campus (as well as remotely via home working) as well as having supported numerous and varied Higher Education institutions over more than 16 years, this benefits us and you in a number of ways that other services cannot: * Norman has an innate familiarity with the Higher Education sector, understanding better than anyone the University needs as well as the needs of their students and staff. * Norman understands and can help overcome challenges posed in supporting customers in the Higher education sector, increasing student expectation, the seasonal demands of the academic calendar, rapidly evolving technological demands etc. * Over the years Norman have also come to understand that Higher Education institutions are far more similar than different. Exposure to the sector has given them a broad and expansive experience of the specific systems and processes in the sector. Norman staff offer expert support in: o Virtual Learning Environments o Eduroam troubleshooting. o Off-site access to local services o Accessing electronic journals. o Referencing software. o Statistical software (including Nvivo, SPSS etc) o Student lifecycle and enrolment o Standard operating systems o Standard and specialist software including office applications. o Standard communication packages including Office365 and Skype for business. Norman is a proven provider of Higher Education first and second line support; having supported over 60 institutions over the past 16 years, including Russell group, Red Brick, Pre and Post 92 institutions. We have come to appreciate the remarkable advantages of providing constant phone and live chat assistance for the IT Service Desk. Our conviction remains strong that no alternative service could measure up to this level of support. This is precisely why we have opted for Norman Managed Services, particularly due to their expertise in higher education. Their adeptness in this field further validates our decision. Notably, Norman Managed Services seamlessly transitioned into action, necessitating minimal input from us to grasp the nuances of the support inquiries we routinely encounter.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/024331-2023 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Aug 2023 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 17 Aug 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £168,111 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE UNIVERSITY OF BIRMINGHAM |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B15 2TT |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Edgbaston |
| Westminster constituency | Birmingham Edgbaston |
| Delivery location | TLG West Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | UNIVERSITY OF NORTHUMBRIA AT NEWCASTLE |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

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

## Release History

- 18 Aug 2023 at 11:50 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/024331-2023

## Notice URLs

- https://intranet.birmingham.ac.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-h6vhtk-03f52d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03f52d.json.