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Level 2 Helpdesk Support

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  1. Published
  2. Awarded pending

Summary

Machine-generated summary

NS&I has awarded a contract for a Level 2 Helpdesk service. The supplier will deliver support through NS&I's ServiceNow platform during business hours, with BPSS cleared staff including financial records checks. The service covers triage of tickets including problems, requests and incidents between strategic suppliers, covering the Mobile App, integration infrastructure layers, customer IDAM and Federated IDAM, with the scope expected to grow under a transformation project. The supplier must maintain incident resolution timescales, meet agreed service levels, comply with NS&I security, standards and ISO requirements, provide structured performance reporting and continuous service improvement. NS&I may later add NS&I staff as helpdesk users.

Description

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. 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 with financial records check, 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. The types of incidents that the helpdesk may manage include: managing the triage of tickets including problem, request and incident between our strategic suppliers in relation to a Mobile App, integration infrastructure layers, customer IDAM, Federated IDAM etc currently. There is an expectation that under the transformation project this list will grow. At a later date, NS&I may wish to add NS&I staff as users of the helpdesk.

Official source

Source: Find a Tender Service (UK Cabinet Office / Crown Commercial Service)

Always verify details on the official notice.

Last verified against Find a Tender Service (UK Cabinet Office / Crown Commercial Service) 1 hour ago

Documents on Find a Tender Service (UK Cabinet Office / Crown Commercial Service) (English)

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