IT Support and Maintenance with Onsite Technical Support

Tender description

Aspirations Academies Trust (“the Trust”) require a dedicated supplier to deliver IT support and maintenance service. The Supplier must provide support on all current IT equipment and any additional equipment purchased throughout the life of the contract (even if the purchase source of new equipment is not from that of the IT Services supplier). Lot 1: ●A Service / Call Centre - A single point of contact for all Academy users of ICT ●Incident Management - fix faults, quickly restoring the IT service to the user ●Change Management - Manage, record and approve the introduction of changes to the IT infrastructure ●Release Management - Plan, test and control the installation of new software and hardware ●Problem Management - Detect the underlying cause of faults and apply a permanent fix ●Operational Network Management - maintain and manage the network functions (backup, disaster recovery, anti-virus, security, email, spam, etc.), Wide Area Network and Local Area Network infrastructure ●Strategic Development – Shared responsibility for the Academy’s ICT strategic direction and priorities as reflected in the Academy Development Plan. ●Policies – The successful supplier will manage and develop Academy systems in a manner aligned with Academy policy and Industry best-practice.