Provision of ICT Core and Support Services 2023

Tender description

To provide support for a number of ICT services and to manage and maintain the server estate and end-point security provision. Management of Software Licencing; Connectivity Services, including Network hardware. -Network Management, security and maintenance: provide ongoing network management, security and maintenance and proactive resolution if any issues found for the duration of the contract period. -IT Helpdesk: provide an efficient and effective IT helpdesk service (with agreed response times), available to end users between 8.00 am and 6.00 pm. This can be delivered fully off-site, on-site or through a hybrid approach. The terms and response times under which on-site support will be provided must be defined in the Service Level Agreement. -Strategy and planning: work alongside AHA to develop and implement our Digital Strategy and execute this strategy through sufficient project planning. It is also expected that our support partner will work with other partners (including SDM Housing Management System) to deliver our current and future Digital Strategic objectives. -General technical advice and design services on systems development, upgrades and improvements. -Able to quote for and supply hardware and system software components when requested. -Reporting and Monitoring: provide regular performance reporting and monitoring, based on service level agreements and reporting requirements. This includes but is not limited to helpdesk service performance in relation to acknowledging, responding to and closing helpdesk tickets and backup success reporting. -System administration services, set up new user, passwords and permissions. knowledge transfer; provide end-users with core training in applications and other Digital related topics at the request of AHA. -Responsibility for all hardware and software installation and maintenance -Provision and management pf an appropriate anti-virus and malware protection service -Advise and support the future telephony refresh -Implementation of Cloud based migration -Disaster Recovery and Business Continuity -Hybrid Onsite and Cloud Backup