Source: https://tendernation.io/opportunities/01a13bdd-1ce4-7200-bb8d-5a180a55c55f/level-2-helpdesk-support [Skip to main content](#main-content) pendingGBopen procedure # Level 2 Helpdesk Support [NS&I](https://tendernation.io/buyers/nsi) Estimated value £1,916,067 Published 5 May 2026 Deadline Rolling deadline ## Who can bid - Open procedure Anyone can submit a full tender; there is no shortlisting stage. ## About this tender NS&I currently operates a third-party outsourced Level 2 Helpdesk function. 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. This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm. The helpdesk provides triage services assessing incoming tickets against priority and technical service. The tickets are then passed to resolver groups which sit within NS&I’s 4 strategic delivery partners and outgoing incumbent provider. Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM. Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expected to ensure that these are resolved via feedback to the point of origin. The helpdesk also ensures that all tickets raised have the minimum data set required for the suppliers to investigate or fulfil. 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, 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. This Request for Information/market engagement exercise is open to suppliers within Lot 3a of the GCA Technology Services 4 RM6190 framework only. Ref: itt\_91872/Lot 3a Request for Information Read full description ## CPV classification Helpdesk and support services Source Find a Tender (UK) · Notice ocds-h6vhtk-0690fd-2026-05-05T10:26:46+01:00 [View official notice ](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-0690fd-2026-05-05T10:26:46+01:00) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free ](/register) [Buyer profileNS&I: past awards and live tenders](https://tendernation.io/buyers/nsi)[SectorMore IT services tenders](https://tendernation.io/sectors/it-services) ## More tenders like this [Cultural Host request Borough of Telford & Wrekin 9 days left 26 Oct 2026](https://tendernation.io/opportunities/01a14571-3c19-7359-b18f-0e67f8b54071/cultural-host-request)[Project management consultancy services – Επιλογή Συμβούλου στο πλαίσιο του Έργου “Ενεργοποίηση προκαταβολής/επιχορήγησης και επιτάχυνσης πληρωμών δικαιούχων από την Κακοκαιρία Daniel σε Αγροτικές/Κτηνοτροφικές Εκμεταλλεύσεις και Πληγείσες Επιχειρήσεις της Περιφέρειας Θεσσαλίας” Ελληνική Εταιρεία Συμμετοχών και Περιουσίας Α.Ε. (ΕΕΣΥΠ Α.Ε.) 3 days left 20 Oct 2026](https://tendernation.io/opportunities/01a14210-0204-70a7-a8a0-51d8e3aecf19/greece-project-management-consultancy-services-epiloghi-simvouloy-sto-plaisio)[Application service providers – Zakup i wdrożenie systemu finansowo-księgowego Bankowy Fundusz Gwarancyjny 59 days left 15 Dec 2026](https://tendernation.io/opportunities/01a1420f-ff2b-7194-a263-f2f8d4200093/poland-application-service-providers-zakup-i-wdrozenie-systemu-finansowo-ksi)[IT services: consulting, software development, Internet and support – Integrale ICT-dienstverlening Stichting TWijs 38 days left 24 Nov 2026](https://tendernation.io/opportunities/01a1420f-fe6a-7260-a422-f753c49297e2/netherlands-it-services-consulting-software-development-internet-and-suppor)[IT services: consulting, software development, Internet and support – EU aanbesteding Applicatie schuldhulpverlening Gemeente Helmond 19 days left 5 Nov 2026](https://tendernation.io/opportunities/01a1420f-fc91-72ad-925c-d039c10b909c/netherlands-it-services-consulting-software-development-internet-and-suppor)[IT services: consulting, software development, Internet and support – System för schema och bemanning Norbergs kommun 10 days left 27 Oct 2026](https://tendernation.io/opportunities/01a14210-018b-700e-b579-75bfe94c60a7/sweden-it-services-consulting-software-development-internet-and-support-s)