Helpdesk and support services

Tender description

Anglia Ruskin University Information-Technology Services (IT Services) has a requirement to purchase an out-of-hours IT service desk solution that will provide help, advice and support to students and staff outside of our core operating hours of 8:00 – 18:00 daily from Monday to Friday. The proposed contract will be for 36 months with the option to extend for 2 x 12 months. Anglia Ruskin University Information-Technology Services (IT Services) has a requirement to purchase an out-of-hours IT service desk solution that will provide help, advice and support to students and staff outside of our core operating hours of 8:00 – 18:00 daily from Monday to Friday. Our chosen solution will also provide agreed periods of operational cover during core hours, to facilitate staff meetings, briefings and development activities such as departmental away-days, and act as an overflow service in the event of major incidents or short periods of unexpected high demand. The out-of-hours operation will provide remote first-line support for customers through a variety of media including telephone, email, web self-service, remote support and electronic chat services as follows: — Overnight cover from 18:00 — 8:00 on working days, — 24-hour cover for weekends and public holidays, — 24-hour cover for extended periods during which the University is closed. Unless otherwise agreed, all work will occur on systems owned or provisioned by Anglia Ruskin University. The proposed contract will be for 36 months with the option to extend for 2 x 12 months.