Source: https://tendernation.io/opportunities/01a13b88-028f-701d-b62b-d911f82081bd/provision-of-1st-line-it-helpdesk-support

closed GB restricted procedure

# Provision of 1st Line IT Helpdesk Support

[First Trenitalia West Coast Rail Limited](https://tendernation.io/buyers/first-trenitalia-west-coast-rail-limited)

Estimated value

£900,000

Published

2 Aug 2021

Deadline

Closed

3 Sept 2021

## About this tender

The requirement is for a 24/7 Managed IT Service Desk.

Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions.

Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services.

Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure.

Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times.

## CPV classification

Information technology services

Source

Find a Tender (UK) · Notice ocds-h6vhtk-02cf8f-2021-08-02T15:28:38+01:00

[View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-02cf8f-2021-08-02T15:28:38+01:00)

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