IT Service Desk and Infrastructure Support Managed Service

Tender description

IT Service Desk and Infrastructure Support Managed Service The IBTS wishes to tender for an IT Managed Service Provider MSP to support its Systems, IT Infrastructure, 1st to 3rd Level help desk, basic network and security troubleshooting and other related services. The successful tenderer will be expected to locate L2 Deskside resources primarily in the National Blood Centre, but staff may be required to attend the other locations for scheduled tasks or to resolve incidents. The Service Provider will be expected to provide a 24 7 service desk, onsite deskside support, backoffice infrastructure support, basic IT stock management, and service management under a single managed service. The IBTS is seeking an experienced IT partner that can demonstrate a high level of technical expertise, the ability to innovate to drive service improvement and efficiency, and a commitment to work in partnership with the IBTS to help us provide a bestinclass IT service to our stakeholders. The MSP must accept ownership of all contacts through to resolution whilst effectively managing communications and escalations and must be capable of adjusting to future technical and service requirements. The scope of services required includes the management of the Windows Server infrastructure, systems, and some applications. The MSP will not be responsible for specialist application knowledge and should note that specialist support contracts are in place for many applications. However, application related contacts must be triaged by the MSP, and basic troubleshooting must be carried out before escalating them to specialist teams. The contact should then be managed to resolution. The IBTS is an Operator of Essential Services OES under the NIS Directive and will be an Essential Entity under the NIS2 directive which will be in force from October 2024. Tenderers should note that adherence to the NIS2 directive, IBTS security policies, and maintaining the security and integrity of IBTS systems will be required from its Managed Service Provider. The IBTS requirements are current as of Q3 2024, but prospective service providers should expect a level of ongoing change throughout the lifetime of the contract and should specifically take the dynamic nature of this service into consideration when making their proposal.