ICT helpdesk services, technical support and other related services in a co-managed environment

Descriptions

We are seeking tenders from suitably qualified and experienced ICT support MSPs and similar organisations who are capable of working in co-managed environments.The key service requirements include (for full details please refer to ITT):• A remote ICT helpdesk service, with initial contact options via telephone, email and optionally a portal, providing 1st line support to a variety of Awen staff. Core hours of 9am-5pm with options for out of hours support.• Provision of 2nd and 3rd line experienced and skilled technical support, responding to escalations from 1st line support, but also to tasks and issues arising from other sources, including design and project work.NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=128965.The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.