Service Desk Support

Tender description

Service Desk Support - The requirements are to deliver an IT Service Desk solution which will support the entire daa business. The IT Service Desk should drive core IT processes such Incident Management, Service Request Management, Problem Management as a core deliverable. The primary IT Service Desk hub will be located on the Dublin Airport Campus with smaller teams/deskside support provided in Cork airport and Clive House, Limerick. The IT Service desk will also support other locations such as the ARI teams and daaI teams based globally. A core objective of the project is to deliver a single, IT Service Desk supporting the daa Corporate and Airport Services users and customers. Lot 1: Service Desk Support - The requirements are to deliver an IT Service Desk solution which will support the entire daa business. The IT Service Desk should drive core IT processes such Incident Management, Service Request Management, Problem Management as a core deliverable. The primary IT Service Desk hub will be located on the Dublin Airport Campus with smaller teams/deskside support provided in Cork airport and Clive House, Limerick. The IT Service desk will also support other locations such as the ARI teams and daaI teams based globally. A core objective of the project is to deliver a single, IT Service Desk supporting the daa Corporate and Airport Services users and customers. • A single point of contact for all IT Incidents and Service Requests. • 1st line support troubleshooting and resolution/fulfilment of IT tickets on daa’s IT service Management platform (ServiceNow). • 2nd line deskside support and Airport IT Support for Core services. • Excellent knowledge documentation and transfer between IT Service Desk and daa IT technology teams. • Asset Management and procurement for all IT hardware, software and peripherals. • Daily, monthly and quarterly reporting of tickets and assets. • Scalable Service Desk resourcing that can cater for adhoc projects.