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Provision of a Service Desk

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Summary

Machine-generated summary

Ofsted, the Office for Standards in Education, Children's Services and Skills in the United Kingdom, plans to procure a fully managed Service Desk. The current contract ends in March 2027. The provider will act as a single point of contact for around 4000 users, logging IT issues, queries and requests via telephone, service portal and webchat on Ofsted's ServiceNow instance, resolving at first contact where possible, and coordinating support teams to meet SLAs. Procurement is expected to start in 2026 through the Technology Services 4 (RM6190) framework, Lot 3a End User Services. Engagement is currently limited to suppliers already on this framework. No contract value is stated.

Description

The Office for Standards in Education, Children's Services and Skills (Ofsted) is issuing this notice to notify the market to that we are engaging with suppliers on the Technology Services 4 (RM6190) to help shape a pending tender process for the provision of a fully managed Servicedesk. The current contract that Ofsted has for providing this service is due to end in March 2027 and Ofsted are looking to start pre market engagement with suppliers in the market. Ofsted intends to appoint a supplier to deliver a fully managed Servicedesk that will be the single point of contact for circa 4000 individuals to report IT issues, raise queries, submit requests, and where possible have them resolved at first contact. Our Service Desk provider will be responsible for: • supporting a range of home, office, and remote based users, using the Ofsted-owned ServiceNow instance to log contacts via multiple communication channels, including telephone, service portal and webchat • logging, categorising, and prioritising all calls, carrying out initial investigations and resolving at first contact wherever possible, and providing clear and effective communications to Ofsted users and support teams • co-ordinating the delivery of services provided by multiple support teams to ensure response times and SLAs are met, escalating when necessary Ofsted is therefore looking at running a procurement exercise, starting as soon as is practicable in 2026, for a supplier to provide this service. Our chosen route to market will be via GCA (formerly CCS) Framework Technology Services 4 (RM6190) Lot 3a End User Services (lower value and complexity) and engagement is currently limited to suppliers on this Framework.

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 month ago

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

View the official notice

More from this buyer

Full buyer profile

This buyer has no award history in this sector yet. Usual winners, IT services - United Kingdom

Company Wins Total awarded Last win
PHOENIX SOFTWARE LIMITED 16 €44.1M Sep 2026
SOFTCAT PLC 15 €75.7M Aug 2026
Permanent Futures Ltd. 15 €1.8M Aug 2026
SOFTCAT LTD - FCA 14 €3.1M Aug 2026
Insight Direct (UK) Ltd 12 €1.6M Jul 2026

Based on 489 awards with a linked company profile over the last 2 years.

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Market context

Avg. open tender · IT services
€27,371,402
5,888 open across Europe right now
Buyer track record on Aperlena
3 notices tracked · 2 awarded

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