IT Service Desk

Tender description

The Central Bank is seeking the provision of an IT service desk based at the Central Bank’s premises (subject to Covid-19 and related public health guidance, as addressed below), utilising the Central Bank’s service management toolsets. A part of overall IT services to the business, the Information Management and Technology Directorate (“IMTD”) of the Central Bank provides the IT Service Desk and a walk-up IT support area. These two functions perform both incident management and request fulfilment as the first line of support to the business. The Central Bank leverages a third party provider for the resourcing and management of the IT Service Desk and for the provision of a number of resources for the walk-up IT support area managed by the IMTD team. The Central Bank is looking to continue with this model and is seeking a service provider to provide dedicated, appropriately skilled, onsite resources at the Central Bank’s premises. This team will utilise the Central Bank’s ticket management, telephony systems and other service desk technology to deliver the Services. The successful Tenderer will be required to provide the agents, together with one service team lead to manage the Services (all onsite at Central Bank premises in Dublin), as required to fulfil the Services, along with one Service Delivery Manager who may be required to operate onsite at Central Bank premises as and when necessary. The successful Tenderer will be required to deliver the Services in a cost effective, service centric, and operationally efficient manner, demonstrating ongoing enhancement of Services through quality assurance, training, knowledge management and continuous service improvement initiatives. See ITT attached to this eTenders notice for full details of the requirements - RFT ID