Information technology services

Tender description

Second/third line managed technical support. End user computer – second line technical support for all end user computer and deskside/station IT support including but not limited to Windows OS, Office 365, file storage, active directory daily management, laptops, desktops, software, mobiles and peripherals. Management of security software licensing, patching and vulnerability management. Core technologies – third line technical infrastructure support and management including but not limited data centre services which include Azure hosted, Physical Servers, Citrix, Active Directory, Print Management and Core Application Support. All Services will have patching, backup and recovery plus security and vulnerability management. Network operations – technical support and management of network infrastructure including Hardware support (break fix) for Network equipment hosted within Data Centre, Office or Station locations. To include but no limited to Switches, Routers, Firewalls, Corporate and Guest WIFI. Use of AWC ServiceNow Instance for all ITIL processes Core onsite support hours 8 a.m.-6 p.m. exc Christmas and Boxing Day OOH Support covering all other times P1/P2 Incident Resolution 24/7 via Major Incident Management process Support business employees (~3800) with all IT Support requirements Provide support at HQ office and site visits covering all other UK locations Support all end user compute – desktop, laptop, desk phone, mobile devices (phone/tablet) Support IT Infrastructure locations and devices – Data Centre (OnPrem/Cloud), Network, Azure/AWS, Rail Applications The Franchisee shall maintain and comply with a procurement policy that is consistent with all requirements (including all publication or notification requirements that apply from time to time) of the Utilities Contracts Regulations 2016 (‘Procurement Policy’). The Franchisee shall act in accordance with such Procurement Policy in relation to all processes to procure goods and services that are commenced during the ERMA Term or, if extended, the extended term.