Provision of Managed IT Support Services (2nd/3rd Line and Network Support)

Concepts

• information technology
• citrix
• hq office
• it support services
• network support
• technical support
• active directory daily management
• 3rd line
• limited data centre services
• 2nd line

Location

UK

Description

2nd/3rd Line Managed Technical Support End User Computer – 2nd Line Technical Support for all End User Computer and Deskside/Station IT support including but not limited to Windows OS, Office 365, File Storage, Active Directory Daily Management, Laptops, Desktops, Software, Mobiles and Peripherals. Management of Security Software Licensing, Patching and Vulnerability Management. Core Technologies – 3rd Line Technical Infrastructure Support and management including but not limited Data Centre services which include Azure hosted, Physical Servers, Citrix, Active Directory, Print Management and Core Application Support. All Services will have patching, backup and recovery plus Security and Vulnerability Management. Network Operations – Technical Support and management of network infrastructure including Hardware support (break fix) for Network equipment hosted within Data Centre, Office or Station locations. To include but no limited to Switches, Routers, Firewalls, Corporate and Guest WIFI.

Total Quantity or Scope

Use of AWC ServiceNow Instance for all ITIL processes Core Onsite Support Hours 8am-6pm exc Christmas and Boxing Day OOH Support covering all other times P1/P2 Incident Resolution 24/7 via Major Incident Management process Support business employees (~3800) with all IT Support requirements Provide support at HQ office and site visits covering all other UK locations Support all End User Compute – Desktop, Laptop, Desk Phone, Mobile Devices (Phone/Tablet) Support IT Infrastructure locations and devices – Data Centre (OnPrem/Cloud), Network, Azure/AWS, Rail Applications The Franchisee shall maintain and comply with a procurement policy that is consistent with all requirements (including all publication or notification requirements that apply from time to time) of the Utilities Contracts Regulations 2016 (‘Procurement Policy’). The Franchisee shall act in accordance with such Procurement Policy in relation to all processes to procure goods and services that are commenced during the ERMA Term or, if extended, the Extended Term.

Award Detail

Award Criteria

CPV Codes

• 72222300 - Information technology services

Indicators

• Award on basis of price.

Other Information

No PQQ document will be available until shortly after the expiry of this Contract Notice Only suppliers shortlisted for PQQ stage will receive a copy of the ITT The award of this contract is subject to DFT approval.