Closed
Single Party Framework for the Provision of ICT Managed and Related Services
Descriptions
DHDA requires the ICT Managed Services to be provided on a full end-to-end managed basis by the successful tenderer. Currently, DHDA has a considerable installed base of Microsoft products—both client and server—and tenderers responding to this PQQ should have access to relevant expertise to provide support in these areas. The services required include but are not limited to the areas below. •Network management including network security•Managing campus Internet Connectivity•Management of DHDA Backup and disaster recovery requirements•Deskside support•Out of hours emergency support•Server administration (both on-site and potentially off-site)•Hosting both physical (on-premise) and virtual (cloud) servers•Active Directory, Group Policy email management, etc.•Patch management•IT security management•Cloud mobilisation and support •Use of Microsoft SharePoint or an alternative (should DHDA transfer some or all of its storage requirements to the cloud)•Application support (e.g. Microsoft Suite of products – client and server)•Service desk support and ticketing system•Infrastructure/hardware support including asset register / asset management for the DHDA ICT footprint•Proactive monitoring (servers, networking, backups etc.)•Remote desktop support•Advice in relation to and provision of hardware•Carrying out work for DHDA clients •ICT projects (additional costs associated)•Licencing management•Working with other DHDA Vendors (Facilities Management, Website, print, access control and third-party application providers)•Account management•Management of telecommunications network•Management of unified communicationsGiven the nature of the DHDA campus and the DHDA ICT environment, it is likely, that to provide the services listed above, the successful tenderer will have to deploy the equivalent of at least one resource on a full-time basis to be physically present on-site.
Timeline
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Tender Regions
CPV Codes
72700000 - Computer network services
72253000 - Help-desk and support services
72315000 - Data network management and support services
72500000 - Computer-related services
72253200 - Systems support services
72250000 - System and support services
50334100 - Repair and maintenance services of line telephony equipment
72315100 - Data network support services
51340000 - Installation services of line telephony equipment
72253100 - Help-desk services
72610000 - Computer support services
72510000 - Computer-related management services
Keywords
station line troubleshooting
subscriber line maintenance
copper pair repair
DSL interface fix
line filter replacement
wire conductor cleaning
telephone junction test
line loop detection
line noise suppression
subscriber drop maintenance
PSTN system installation
landline network device fitting
switchboard installation
PBX hardware setup
voice-grade telephone system mounting
landline cabling integration
TDM exchange unit installation
telephony line terminal fitting
POTS equipment setup
fixed-line network device integration
end-to-end system services
IT support framework
infrastructure maintenance
integrated system operations
tech assistance packages
full-cycle IT support
user support coverage
managed systems support
reactive and proactive IT services
user support ticketing
multi-tier helpdesk
remote IT support
technical troubleshooting interface
issue resolution workflow
service request handling
24/7 user assistance
incident logging system
support team coordination
real-time user assistance
issue resolution scripting
help interface development
call logging tools
customer support panels
live chat help modules
technical support channels
multilingual help features
platform support modules
OS assistance services
infrastructure troubleshooting
server uptime monitoring
patch application support
remote diagnostics services
software maintenance workflows
network configuration management
infrastructure surveillance
node monitoring
network integrity support
traffic flow regulation
diagnostic network tools
interconnection services
managed switch support
virtual network assistance
enterprise network troubleshooting
network ticketing response
endpoint connectivity checks
live troubleshooting
port testing
physical cabling support
VPN diagnostics
router assistance
data link support
client/server connection help
downtime intervention
IT asset support
system lifecycle administration
technology operations assistance
digital service provisioning
endpoint management
integrated tech solutions
computer utility coordination
on-premise system support
general computing assistance
workstation management
infrastructure lifecycle control
IT performance supervision
helpdesk coordination
managed support frameworks
service desk implementation
hardware lifecycle tracking
network service routing
computer asset management
centralized IT monitoring
digital workflow control
IT support services
technical assistance
helpdesk services
system troubleshooting
user support solutions
desktop aid
remote support services
technical incident resolution
client-computer support
computing assistance
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
