Helpdesk and support services

Tender description

Bord Iascaigh Mhara (BIM) invites tenders for the contract to cover Managed ICT Helpdesk and Support Service. The requirement is for an outsourced Technical Support Helpdesk Service and on-site presence with additional monitoring to support BIM's ICT operations. The service must include Service Management in accordance with ITIL guidelines, Service Desk and on-site support. Support must be provided between 9:00-17:30, Monday to Friday. 1 full time presence in BIM's Dun Laoghaire Office is required along with an on-site overlap of 1 week in every 2 months with a 2nd engineer. This will be reviewed on an ongoing basis. As part of the contract, the tenderer must be able to provide an additional call out ‘engineer’ to any of the 6 main office locations if required. It is envisaged that the Helpdesk will be sited at the tenderer's offices. Support calls have to be facilitated via telephone, email or online. ‘This will entail 1 to 2 site visits to each of the 5 specific locations per annum.’