--- title: "Service Desk Telephone Support - Shared Technology Services" ocid: "ocds-h6vhtk-04ed11" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04ed11" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04ed11.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04ed11.json" source: "Find A Tender Service" 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-h6vhtk-04ed11 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04ed11) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04ed11.json) ## Summary The London Borough of Brent has completed its procurement process for Service Desk Telephone Support as part of Shared Technology Services (STS), covering the IT services industry category. This contract, awarded through an open procedure, aims to provide a 24/7/365 first-line telephone support service for the partner councils: Brent, Lewisham, and Southwark. The delivery date is set for 1st April 2025, with the initial contract term lasting one year, subject to a possible one-year extension. Key dates to note include the award date of 1st February 2025. The procurement process adhered to the standards outlined in the Inter Authority Agreement (IAA) governing STS. Businesses involved in IT consultancy, software development, internet services, and support have significant growth opportunities through this contract. By providing essential telephone support, companies can enhance their profiles and establish long-term relationships with regional council partners. This tender is particularly suited for firms that can offer comprehensive and reliable support services on a 24/7 basis, ensuring smooth IT operations and efficient incident resolution for public authorities. The awarded supplier, Node4 Ltd, exemplifies the type of business well-suited for such contracts, highlighting the competitive nature of bids, ranging from £200,000 to £460,000. ## 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. ### Lot Information Lot 1 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 | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/009340-2025 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 14 Mar 2025 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 1 Feb 2025 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## 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 | Not specified | ## 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 08:58 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/009340-2025 ## Notice URLs - http://www.brent.gov.uk/ - https://ted.europa.eu/udl?uri=TED:NOTICE:500012-2024:TEXT:EN:HTML ## 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-04ed11. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04ed11.json.