IT Service Desk

Tender description

This Contract is for a UK based, industry standard Service Desk to capture and handle IT incidents and service requests from DWP users The new service has been disaggregated in line with DWP and Cabinet Office ICT Strategy. In addition to this contract, a separate contract has been awarded for Service Desk IT tools, and Service Management has been insourced. The new contract provides for self-help and encourages shift-left, seeking to resolve incidents close to the front line reducing hand offs and provides detailed, real-time Management Information to support service management and improvement. This contract will be for the use of the Department for Work and Pensions, its Executive Agencies and those Non-Departmental Public Bodies sponsored by DWP. Further information including a list of such Agencies and Public Bodies can be viewed by selecting ‘About DWP’ on the Departmental website at www.gov.uk/dwp