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CCPICT2023 - Tender for Managed IT Service Support
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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.
Timeline
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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
desktop aid
web services
network support
cloud services
systems aid
LAN/WAN setup
IT outsourcing
IT support consulting
systems assistance
IT operations management
system provisioning
client-computer support
help desk support
user support solutions
IP routing services
software development
cybersecurity support
system monitoring
IT support services
application maintenance
network configuration
IT lifecycle support
technical IT consultancy
IT backup services
IT technical help
help desk services
digital transformation
low-level OS support
remote support services
technical assistance
technical support
infrastructure support
system troubleshooting
network traffic control
tech advisory services
network administration
computing assistance
connectivity solutions
network architecture
system integration
software customization
server management
service desk operations
hybrid support services
computing guidance
enterprise network integration
technical incident resolution
system optimization services
IT infrastructure management
software crash resolution
hardware-level diagnostics
infrastructure maintenance
device compatibility resolution
professional tech consultation
secure communication infrastructure
data transmission support
wireless network deployment
technical configuration help
critical failure response
operational support advisory
technology troubleshooting consultancy
advanced system troubleshooting
Tender Lot Details & Award Criteria
1 Tender Lots
Workflows
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