Provision of 2nd & 3rd Line Managed IT Support Services

Tender description

2nd/3rd Line Support The requirement is for a 2nd/3rd Line Managed Technical Support. 1. End User Computer - (2nd Line) Technical Support for all End User Computer and Deskside, /Station IT & Retail support including but not limited to; Windows OS, Office 365, File Storage, Active Directory Daily Management, Laptops, Desktops, Software, Mobiles, Tablets, Printers, Conference Meeting Rooms and Peripherals. Management of Security Software Licensing, Security Patching and Vulnerability Management. should also be included. 2. Core Technologies - 3rd Line Technical Infrastructure support and management including but not limited to Data Centre services which include Azure hosted, Physical Servers, Citrix, Active Directory, Print Management, and 2 / 3 Core Application Support. Management of core infrastructure policies and processes for All Services will have patching, backups, and recovery schedules and Disaster Recovery plans. Security and Vulnerability Management must also be managed across all AWC hosted and physical instances. Lot 1: 2nd/3rd Line Support The requirement is for a 2nd/3rd Line Managed Technical Support. 1. End User Computer - (2nd Line) Technical Support for all End User Computer and Deskside, /Station IT & Retail support including but not limited to; Windows OS, Office 365, File Storage, Active Directory Daily Management, Laptops, Desktops, Software, Mobiles, Tablets, Printers, Conference Meeting Rooms and Peripherals. Management of Security Software Licensing, Security Patching and Vulnerability Management. should also be included. 2. Core Technologies - 3rd Line Technical Infrastructure support and management including but not limited to Data Centre services which include Azure hosted, Physical Servers, Citrix, Active Directory, Print Management, and 2 / 3 Core Application Support. Management of core infrastructure policies and processes for All Services will have patching, backups, and recovery schedules and Disaster Recovery plans. Security and Vulnerability Management must also be managed across all AWC hosted and physical instances. Core Onsite Support Hours 08:00-18:00 excluding Christmas and Boxing Day with Out of Hours Support covering all other times. 24/7 P1/P2 Incident Resolution via Major Incident Management Process and proactive alerting on critical systems and services. Service will support business employees (approx. 3800) with all IT Support requirements in office, at station or onboard train services. 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 incident management. Leadership and ownership all Cyber Security activities relating to the AWC estate is essential. Continuous research into Artificial Intelligence and forming relationships with local colleague champions to promote Technology/Wider business engagement is essential. Provide onsite support at HQ UK offices and conduct site visits covering all other UK locations. Always take ownership of IT feedback to build relationships with all colleagues including our Station and IT Champions. TUPE Shall apply.