Provision of ICT Support Service - Provision of ICT Support Services

Descriptions

QQI is issuing this Request for Tender (RFT) to select a single supplier for the provision of ICT Support Services. To fulfil its responsibilities QQI needs its ICT services to perform, be highly available and highly responsive to customer needs with minimal downtime. For Information and Data security it is intended by means of this tender process to appoint a single supplier to support technologies in use. QQI is inviting tenders from competent Service Contractors to deliver ICT Support Services.QQI is looking for a support contract to cover several key business services. The service objectives are to ensure a strong service management focus and provide, high quality support to ensure the continual availability of its services and to expeditiously resolve user issues in the use of these services within agreed service level agreements. The support that QQI is seeking should include the following:•Proactive monitoring of services outlined below to ensure availability•Troubleshooting of issues•Provision of workarounds to restore service•Provision of permanent solutions to prevent recurrence•Fulfilment of requests as required by business users (requests for data etc.)•Implementation of changes to address issues or as part of a proactive problem management process