ICT helpdesk services, technical support and other related services in a co-managed environment

Description

We are seeking tenders from suitably qualified and experienced ICT support MSPs and similar organisations who are capable of working in co-managed environments. The key service requirements include (for full details please refer to ITT): • A remote ICT helpdesk service, with initial contact options via telephone, email and optionally a portal, providing 1st line support to a variety of Awen staff. Core hours of 9am-5pm with options for out of hours support. • Provision of 2nd and 3rd line experienced and skilled technical support, responding to escalations from 1st line support, but also to tasks and issues arising from other sources, including design and project work.