IT Services

Tender description

The objective of this procurement is to ensure that the academy secures a 3 year managed services support contract providing it with a wide range of technical expertise and an onsite technician at a competitive market rate. There will be no subdivision of this contract excepting that any company can tender for technical support with or without an onsite technician. If you wish to tender without an onsite technician please identify how this facility will be achieved. The package includes all fixed and loose ICT equipment, software and active infrastructure, including ICT-related Audio-visual items, such as projectors and interactive whiteboards, as well as fitted cabling for Audio-visual elements. It will also include software licensing, core applications and server backend. Lot 1: The managed service shall include: One member of on-site technical staff, based full time at the Academy (term time + 6 weeks during school holidays (45 weeks per annum)). A helpdesk system to allow users to report a fault by email or webpage. Monthly reporting of helpdesk statistics, including issues opened, issues closed and issues outstanding. Remote helpdesk support to assist locally-based staff, including advanced 3rd-line support. A monthly visit on site for one day of a higher level (4th line) to solve more complex on site issues. Full management of daily, weekly, monthly and annual back-ups. Full management of all aspects of the IT infrastructure including pro-active monitoring and maintenance. On-going management of network security, including any adjustments required to user permissions or network security policies. On-going user management including adds/moves/changes. Fortnightly 1 hour on site high level management meeting with a member of the Senior Leadership team.