Service Desk Support
NHS Arden and GEM CSU · United Kingdom
Key facts
- Contract value
- £120,000
- Awarded
- 27 Jul 2021
- Contract starts
- 15 Aug 2021
- Contract ends
- 31 Oct 2021
- Procedure
- Call-off from a framework agreement (framework)
- Buyer type
- Health
Awarded to
| Supplier | Value |
|---|---|
| SEYMOUR JOHN LIMITED | £120,000 |
Description
NHS Arden & Greater East Midlands CSU (AGEM) are seeking a partner to provide support and insight to the resolution of incident and service request tickets. Our Service Desk team use the Ivanti platform and are responsible for dealing inbound call-handling; first-time fix, remote fix and field engineering backed by traditional tiered support beyond the desk itself. In response to this ITT, suppliers should consider how they can demonstrate relevant experience, their approach, the expected output and how they will deliver the work with minimal impact on current AGEM operations.
Our ServiceDesk is currently experiencing an increasing volume of calls and dealing with an inherited backlog. The volume of work is in itself limiting our capacity for investigating root cause of the increased volume in order to then address the causes. For this reason, we are looking for support in terms of clearing the current backlog but for these staff to then help in the diagnosis of what areas or issues AGEM need to focus on and resolve in order to deliver better service to customers with a sustainable support model.
Categories (CPV)
- 72222300 Information technology services
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