ITIL Service Desk & Infrastructure Support

Tender description

Fáilte Ireland is seeking proposals for the following requirements: (a) Outsourced Technical Support Service The requirement is for an Outsourced Technical Support Service to support Fáilte Ireland's ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk, and On-Site support resources. Fáilte Ireland currently has two ICT centres; both located in Dublin (Amiens Street and Revenue Data Centre) and provide services to approx. 330 – 400 users nationwide. The contract should cover the needs of Fáilte Ireland’s regionally-located hub offices (Waterford, Cork, Galway, Sligo, Mullingar, Killarney, Limerick and Westport.) and their satellite Tourist Information Offices (approx. 40-50, some open seasonally, some full time). (b) Technical Support Service The Service must include Service Management, Service Desk, and On-Site support. It is envisaged that On-Site resources will be required and will operate during working hours. This will be reviewed by Fáilte Ireland periodically and flexibility is required to increase/decrease resources in line with operational requirements. The service provider must be able to provide call out engineers to any of Fáilte Ireland’s offices nationwide. It is envisaged that the Service Desk will be sited at the service provider’s premises. The Service desk should be contactable by telephone, e-mail, and/or Portal. (c) Environment/Applications to be Supported The Tenderer will be required to support the following environment and applications from the outset. Full detailed description is available for download with this tender notice, via www.etenders.gov.ie.