--- title: "Level 2 Helpdesk Support" ocid: "ocds-h6vhtk-0690fd" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0690fd" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0690fd.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0690fd.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "NS&I" published: "2026-05-05" --- # Level 2 Helpdesk Support Buyer: NS&I Current stage: Planning OCID: ocds-h6vhtk-0690fd [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0690fd) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0690fd.json) ## Summary The National Savings and Investments (NS&I) is currently in the planning stage of its procurement process for "Level 2 Helpdesk Support". The initiative is categorised within the "Helpdesk and support services" industry and is focused on services located in the United Kingdom. The procurement relates to a contract with an estimated gross value of £2,300,000, intended to extend from 1st September 2026 to 31st May 2028, with a potential for renewal until 31st May 2030. The pre-tender planning involves a Request for Information (RFI), targeting suppliers in Lot 3a of the Technology Services 4 RM6190 framework, and the deadline for responses is 11th May 2026. The procurement is being handled through the Government Commercial Agency's eSourcing tool, and the detailed procedures adhere to the legal frameworks established by the UKPGA 2023/54. This tender represents a substantial opportunity for businesses specialised in IT support and helpdesk services to expand their reach by partnering with a significant public authority, NS&I. Ideal contenders are those capable of providing robust Level 2 Helpdesk services that can operate with NS&I's ServiceNow platform, ensuring BPSS cleared staff, adherence to business hours, and compliance with security and ISO standards. Companies with expertise in working within government frameworks and a focus on continuous service performance improvement will find this opportunity particularly advantageous. By securing this tender, successful bidders can potentially establish long-term partnerships, securing business growth in the public sector services domain. ## Notice NS&I currently operates a third-party outsourced Level 2 Helpdesk function. As NS&I's operational environment continues to transform in complexity and scale, there is an increased need for a dedicated and resilient Level 2 Helpdesk service. A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands. This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm. The helpdesk provides triage services assessing incoming tickets against priority and technical service. The tickets are then passed to resolver groups which sit within NS&I's 4 strategic delivery partners and outgoing incumbent provider. Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM. Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expected to ensure that these are resolved via feedback to the point of origin. The helpdesk also ensures that all tickets raised have the minimum data set required for the suppliers to investigate or fulfil. To meet this need, the new supplier will be required to deliver a Level 2 Helpdesk service in line with agreed service levels. The supplier must operate through NS&I's ServiceNow platform, maintain BPSS cleared staff, deliver support during business hours, and comply with NS&I's security, standards, and ISO requirements. The service will also include structured performance reporting and a sustained commitment to continuous service improvement. This Request for Information/market engagement exercise is open to suppliers within Lot 3a of the GCA Technology Services 4 RM6190 framework only. Ref: itt_91872/Lot 3a Request for Information ### Planning Information An online Request for Information has been issued to suppliers within Lot 3a of the Tech Services 4 (RM6190) framework on 30/04/2026 via the Government Commercial Agency eSourcing tool. Ref: itt_91872/Lot 3a Request for Information Suppliers are invited to respond to the RFI questionnaire before the deadline of 11/05/2026, at 4.00pm. Lot 3a suppliers can access the Questionnaire and Statement of Requirements via the Government Commercial Agency eSourcing tool at: https://crowncommercialservice.bravosolution.co.uk/ Suppliers must submit their completed questionnaire via the Government Commercial Agency eSourcing tool at: https://crowncommercialservice.bravosolution.co.uk/ by the deadline of 11/05/2026 at 4.00pm. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/040873-2026 | | Notice type | UK2 - Preliminary Market Engagement Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 5 May 2026 | | Submission deadline | Not specified | | Future notice date | 11 May 2026 | | Award date | Not specified | | Contract period | 1 Sep 2026 - 31 May 2028 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,916,066 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Planning | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NS&I | | Locality | LONDON | | Post town | South East London | | Postcode | SE1 9HA | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Southwark | | Electoral ward | Borough & Bankside | | Westminster constituency | Bermondsey and Old Southwark | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72253000 - Helpdesk and support services ## Release History - 5 May 2026 at 09:26 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/040873-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/040873-2026 5th May 2026 - Preliminary market engagement notice on Find a Tender ## Notice URLs - https://crowncommercialservice.bravosolution.co.uk/ - https://www.legislation.gov.uk/ukpga/2023/54/contents ## 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-0690fd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0690fd.json.