Fully Managed End-To-End IT Support Service To The North London Coroner's Jurisdiction

Tender description

IT managed services contract for a period of 3 years. Lot 1: Provide a fully managed end-to-end IT infrastructure and support service, which includes: A1 the provision of end-to end IT support, between the hours of 8am and 6pm, Monday to Friday, excluding public holidays. A2 on-site and remote, first, second, and third-line support, either directly or via triage and liaising with third party service providers to achieve satisfactory conclusion to issues raised and meet agreed service levels of the entire service. A3 enabling the coroner's service to log support calls by telephone, email or on a portal and have the calls responded to in a timely manner, with resolution within the agreed Service Level Agreement parameters contained in Appendix X. All calls logged should be identified by a call reference number and users should either be able view the status of calls on a portal or receive regular email status updates. More detailed specifications are available in the tender pack