Closed
CCPICT2023 - Tender for Managed IT Service Support
Descriptions
Cork City Partnership is seeking a Managed Service Provider (MSP) to provide ICT services including, but not limited to, remote and onsite support and maintenance, procurement and asset tracking (software and hardware), project management, implementation and support and high-level consultancy. This Request for Tender (RFT) is for a single supplier to cover all aspects of Cork City Partnership ICT support and service requirements. The MSP should deliver a fully managed service in line with the Information Technology Infrastructure Library (ITIL) services framework. The MSP must incorporate proactive monitoring and preventative maintenance of all business-critical systems and services to identify potential performance, capacity and security issues with the aim of resolving them before they impact services to users. This should include the facility to generate reports on performance, availability etc., to be presented to Cork City Partnership as required.All incidents and support requests, whether identified through the service desk, or as a result of monitoring and maintenance, should be recorded and tracked by the MSP helpdesk within a ticketing system. Cork City Partnership requires a ticketing system to be accessible to end users by telephone, email and online, providing a facility to capture or generate detailed reports as required. The service provider should aim to resolve as many reported incidents as possible at first contact through the use of a knowledge base of known problems and the utilisation of remote support tools to diagnose and resolve such incidents, in order to limit the need for onsite support to a minimum. The helpdesk must provide regular updates to users on the progress of incident resolution commensurate with the priority level. Additionally, the helpdesk system must allow the designated Cork City Partnership contract manager to check the status of incidents online and to view and report on the work done.
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Tender Regions
CPV Codes
72700000 - Computer network services
72611000 - Technical computer support services
72000000 - IT services: consulting, software development, Internet and support
72600000 - Computer support and consultancy services
72610000 - Computer support services
72222300 - Information technology services
Keywords
IT consulting
software development
web services
network support
system integration
IT infrastructure management
digital transformation
cloud services
cybersecurity support
application maintenance
helpdesk services
technical support
software customization
IT outsourcing
IT operations management
network administration
system provisioning
infrastructure maintenance
helpdesk support
service desk operations
IT backup services
server management
system monitoring
IT lifecycle support
IT support consulting
tech advisory services
systems assistance
computing guidance
technology troubleshooting consultancy
operational support advisory
technical IT consultancy
hybrid support services
professional tech consultation
systems aid
IT support services
technical assistance
system troubleshooting
user support solutions
desktop aid
remote support services
technical incident resolution
client-computer support
computing assistance
IT technical help
advanced system troubleshooting
hardware-level diagnostics
software crash resolution
infrastructure support
critical failure response
system optimization services
technical configuration help
low-level OS support
device compatibility resolution
network configuration
LAN/WAN setup
data transmission support
network architecture
secure communication infrastructure
connectivity solutions
IP routing services
wireless network deployment
network traffic control
enterprise network integration
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
