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IT operations support managed service
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Descriptions
UKBC requires the provision of an IT operations support service at its site at Units 2-3 Java Park, Bradbourne Drive, Tilbrook, Milton Keynes, MK7 8AT., UKBC’s facility is an operational healthcare testing centre that is currently operating 7 days a week on a 24/7 basis and accordingly UKBC requires IT operations support that reflects these operational days and hours. The volume of IT support services required will need to be amended over the term of the contract to reflect the needs of UKBC’s core business including the development of operations and future projects as well as the wind-down of operational hours once the COVID-19 testing service is no longer required or is no longer required to the same testing capacity., In order to satisfy evolving COVID-19 testing requirements, UKBC necessarily maintain extremely flexible laboratory and business operations, and the same approach must be reflected in the IT operation support managed services. For example, this highly fluid situation does not lend itself to a traditional IT approach of a procedure-driven service desk and catalogue-driven solution provisioning. For this reason, UKBC do not operate a traditional demarcation between first-line and second-line IT support teams, but requires a single combined general IT operations support team with the same resources covering both first-line and second-line tasks, and all providing flexible, ad-hoc and investigative solutions as well as the traditional IT support basics.
Timeline
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Tender Regions
CPV Codes
72253000 - Help-desk and support services
72000000 - IT services: consulting, software development, Internet and support
72253200 - Systems support services
72250000 - System and support services
72253100 - Help-desk services
Keywords
IT consulting
web services
network support
cloud services
IT outsourcing
tech assistance packages
customer support panels
24/7 user assistance
software development
cybersecurity support
platform support modules
application maintenance
full-cycle IT support
service request handling
managed systems support
live chat help modules
server uptime monitoring
help desk services
digital transformation
technical support
OS assistance services
multi-tier helpdesk
system integration
user support ticketing
software customization
call logging tools
incident logging system
remote IT support
IT support framework
user support coverage
technical troubleshooting interface
issue resolution scripting
IT infrastructure management
infrastructure maintenance
help interface development
end-to-end system services
support team coordination
infrastructure troubleshooting
technical support channels
multilingual help features
remote diagnostics services
issue resolution workflow
real-time user assistance
software maintenance workflows
integrated system operations
reactive and proactive IT services
patch application support
Workflows
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Details
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Buyer Information
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