ITIL Helpdesk & Infrastructure Support
The requirement is for an Outsourced Technical Support Helpdesk Service to support the Irish Blood Transfusion Service ICT operations. The Service must include Service Management in accordance with ITIL® guidelines, Service Desk, and on-site support resources.
The contract should cover the needs of the Helpdesk Technical Support Service and must include Service Management, Service Desk, Call Logging and On-Site Support. The IBTS’ main production hours are 07:00-19:00, Monday to Friday. The successful candidate’s (hereinafter referred to as “Vendor”) helpdesk must provide cover for these hours. Outside of main production hours support must also be provided 24/365. It is envisaged that two experienced on-site resources will be required from 09:00 – 17:00 on normal working days. This will be reviewed by IBTS periodically and flexibility is required to increase/decrease resources in line with operational requirements. The vendor must be able to provide call out engineers to any of IBTS’s offices nationwide.
It is envisaged that the Helpdesk Desk will be sited at the Vendor's offices. Support calls should be logged via telephone, e-mail, or online.
NOTE: To register your interest in this notice and obtain any additional information please visit the eTenders Web Site at
http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=525652.
Deadline
The time limit for receipt of tenders was 2012-12-07.
The procurement was published on 2012-10-25.
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Procurement history
| Date |
Document |
| 2012-10-25
|
Contract notice
|