24/7 Service Desk
Maritime and Coastguard Agency · South East
Key facts
- Contract value
- £40,000
- Awarded
- 30 Mar 2020
- Contract starts
- 30 Mar 2020
- Contract ends
- 31 Aug 2020
- Procedure
- Call-off from a framework agreement (framework)
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| Posterity Milestone Consortium Limited | £40,000 |
Description
The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include. - -Project manage the integration of a new 24/7 IT infrastructure Library (ITIL) based corporate service desk. - define key goals, metrics & services that the desk will support. -Define the processes that the desk will operate to (call flows, priority levels, categorisation, KPI's) -Support the recruitment of the service desk team -initiate discovery of new service desk tools -develop reports and analysis tools -Implement a basic continuous service improvement plan -Provide a transition plan to onboard new products and services to the new desk decommission of the existing office hours service desk support the development of a service desk strategy that looks at remote support and innovation -Put in place processes for monitoring customer satisfaction and continuous improvement -Support culture hack to improve how MCA consume the service desk.
Categories (CPV)
- 72000000 IT services: consulting, software development, Internet and support
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