Provision of 1st Line IT Helpdesk Support

Tender description

The requirement is for a 24/7 Managed IT Service Desk. Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions. Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure. Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times. Lot 1: The requirement is for a 24/7 Managed IT Service Desk. Managed IT Service Desk to serve as the primary point of contact for owning incidents, addressing user requests, questions and providing a communications channel between other service management functions and the user community. In addition to these core functions, the service desk will have an active role in capturing change requests, maintaining 3rd party support contracts, managing access requests and all other ITIL functions. Provide 1st line IT Support to support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. Regular face to face account management meetings. Site visits to meet user stakeholders and understand the IT network Infrastructure. Operating 24/7 - 365 days with core support hours required between 08:00 -18:00 Monday - Friday. This excludes Christmas and Boxing Day. Out of Hours Support cover required at all other times. Service should incorporate promotion of Self Service, Intelligent Monitoring and Automation throughout, with use of the First Trenitalia West Coast Rail Limited ServiceNow Instance for all elements of the service. Continuous research into Artificial Intelligence and forming relationships with local colleague champions to promote Technology/Wider business engagement is essential. The service will own and manage ITIL processes for all IT Support groups to ensure governance is applied and adhered. This will include: • Incident Management • Major Incident Management • Request Management • Change Management • Problem Management • Knowledge Management • Vendor Management • Escalation Management TUPE shall apply.