Service Desk Support

A Contract Award Notice
by NHS ARDEN & GEM CSU

Source
Contracts Finder
Type
Contract (Services)
Duration
2.5 month
Value
£120K
Sector
TECHNOLOGY
Published
28 Sep 2021
Delivery
16 Aug 2021 to 31 Oct 2021
Deadline
13 Jul 2021 17:00

Concepts

Location

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

Description

NHS Arden & Greater East Midlands CSU (AGEM) are seeking a partner to provide support and insight to the resolution of incident and service request tickets. Our Service Desk team use the Ivanti platform and are responsible for dealing inbound call-handling; first-time fix, remote fix and field engineering backed by traditional tiered support beyond the desk itself. In response to this ITT, suppliers should consider how they can demonstrate relevant experience, their approach, the expected output and how they will deliver the work with minimal impact on current AGEM operations. Our ServiceDesk is currently experiencing an increasing volume of calls and dealing with an inherited backlog. The volume of work is in itself limiting our capacity for investigating root cause of the increased volume in order to then address the causes. For this reason, we are looking for support in terms of clearing the current backlog but for these staff to then help in the diagnosis of what areas or issues AGEM need to focus on and resolve in order to deliver better service to customers with a sustainable support model.

Award Detail

1 Seymour John (Bromsgrove)
  • Value: £120,000

CPV Codes

  • 72222300 - Information technology services

Indicators

  • Contract is suitable for SMEs.

Reference

Domains