IT services: consulting, software development, Internet and support

Description

Gateway Housing is seeking to appoint a supplier to manage the support of its IT service. This will include provision of an on-site resource for each working day of the year who will resolve day-to-day issues and undertake project work as time permits. This must be reinforced by an off-site second and third line resolver function and an off-site service desk for logging calls. The supplier will also be expected to monitor key services such as the servers, storage and networks with the capability to respond to alerts and alarms on a 24 x 7 basis. The key objective associated with the contract is to appoint a single supplier to provide: — service desk providing triage and first line support services supported by an on-site resource and appropriate resolver groups to support and manage all in-scope services, — a permanent on-site resource, provided each and every working day, and primarily focused on desk-side support and to provide other first, second and third line support and in-scope project-related activities, — first line support for line of business applications with the ability to pass relevant calls to the application providers under application support contracts which Gateway has in place and for which Gateway is responsible, — additional staff working either on-site or remotely to support the on-site resource in delivering the in-scope support and project activities, — escalation point for the on-site resource to access second and third line resolver group activities where resolution is beyond the resource’s primary skills and capabilities, — senior engineers who can provide support and assist with projects which are outside the primary technical capabilities of the on-site resource, with on-site attendance by suitably qualified personnel to resolve such issues as and when required, — maintenance and support services (break/fix) as escalated by either Gateway Housing or the supplier’s support teams and as necessary using the services contracted thorough third-party extended warranties, etc, — consultancy and advisory services to ensure that the infrastructure services remain fit for purpose during the contract term and to support the implementation of any new business applications and changes in working practice, — proactive monitoring of core infrastructure services including infrastructure located Gateway Housing’s server room and the WAN/Internet connection, — managing backups and business continuity (disaster recovery), — change control, and assistance with new projects. The project relates to the support of Gateway Housing’s infrastructure, including standard microsoft and other utility software, operating systems, networks, servers, storage devices, desktop devices, mobile phones, firewalls and other security services and other relevant services and devices as detailed in the tender documentation.