X4002 Helpdesk Support

Tender description

The contract X4002 Helpdesk Support Services will be comprised of two services: Out-of-hours helpdesk Cover is required for the public helpdesk outside of normal working hours (Monday to Friday 5pm to 9am, all day Saturday and Sunday and on bank holidays). The support company must also be able to provide in-office-hours support when required for emergency cover (e.g. where the office is evacuated for a fire alarm) or to enable the day team to attend meetings/training sessions. The provider will be expected to respond to general enquiries using information and briefings supplied by Crossrail, where possible they should resolve complaints immediately and where it’s not they will liaise with relevant contacts at Crossrail to find a resolution. All caller details will be logged on the Crossrail Stakeholder Database. The successful bidder will supply a resource dedicated to Crossrail. There are expected to be approximately 200 calls to the Public Helpdesk per month. Cover for Incident Response Desk Crossrail run a 24 hour-a-day in-house incident response desk for Crossrail staff and contractors to report any on or near-site accidents and incidents. In case of resourcing issues there will be a requirement for ad-hoc support, that may be full or part-time for a limited period, from the successful bidder. Although Crossrail will always try and give advance warning of when cover will be required, this may not always be possible. It is intended to let this contract under the Crossrail Professional Services Short Form Contract form of contract Expected contract duration is three years, with the option to extend it by a maximum of two further periods of 12 months.