Managed ICT 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 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. One 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 second 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 six 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 one to two site visits to each of the five specific locations per annum.