Helpdesk and support services

Tender description

The requirement is for an outsourced Technical Support Help-desk Service and onsite 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 onsite 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 Help-desk 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. Please see Tender Document Attached.