--- title: "24/7 IT Service Desk" ocid: "ocds-h6vhtk-06e6f8" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06e6f8" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06e6f8.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06e6f8.json" source: "Find A Tender Service" current_stage: "Award" buyer: "London Borough of Redbridge" published: "2026-08-18" --- # 24/7 IT Service Desk Buyer: London Borough of Redbridge Current stage: Award OCID: ocds-h6vhtk-06e6f8 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06e6f8) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06e6f8.json) ## Summary London Borough of Redbridge procured a 24/7 IT service desk to support its colleagues and customers. The service covers continuous first-line IT support, handling incidents and service requests, responding to security incidents flagged by staff and customers, and improving call answering, call-loss rates and ticket resolution. It is intended to provide out-of-hours support, faster responses, improved business continuity and the ability to scale staffing quickly as demand or circumstances change. The work is for the London Borough of Redbridge and is delivered in connection with its services in Ilford and London. The procurement is for IT support services, including service-desk management and incident triage, rather than software development or hardware supply. The procurement is complete and was awarded on 18 August 2026 to AGILISYS LIMITED. The contract is active and was signed on 18 August 2026 for £777,000. Service commencement is scheduled for 16 November 2026, with a 36-month contract period. The council used a limited procedure: a direct award without prior publication of a competition notice, through the CCS Technology Services 3 framework (TS3, RM6100). The award covered one service requirement and evaluation was based on price. One bid was recorded. The published procurement rationale states that the service would be procured by direct award under the framework. The award is for the 24/7 IT Service Desk service described above. This award indicates demand from London Borough of Redbridge for an established, scalable IT service-desk operator able to provide continuous first-line support for both internal colleagues and customers. A credible competitor for a future requirement would need robust 24/7 staffing and operational resilience, with capacity to surge or reduce resources rapidly. Relevant capability includes consistently answering calls within 30 seconds, controlling abandoned calls, resolving tickets and service requests quickly, and providing effective out-of-hours incident handling. Suppliers should also be able to triage potential cyber-security incidents, support business continuity and operate a geographically outsourced service model. Experience managing customer-facing IT support at local-authority scale would be directly relevant, particularly where measurable service performance and responsiveness are required. ## Notice This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100. ### Lot Information Lot 1 This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100. ### Procurement Information The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/078727-2026 | | 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 2026 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 18 Aug 2026 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £777,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | London Borough of Redbridge | | Locality | ILFORD | | Postcode area | Ilford | | Postcode | IG1 1NY | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI5 Outer London - East and North East | | ITL 3 | TLI53 Redbridge and Waltham Forest | | Local authority | Redbridge | | Electoral ward | Ilford Town | | Westminster constituency | Ilford South | | Delivery location | TLI53 Redbridge and Waltham Forest | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | AGILISYS LIMITED | ## 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 2026 at 17:41 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/078727-2026 ## Notice URLs - http://www.redbridge.gov.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-06e6f8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06e6f8.json.