Provision of IT Support and Associated Services

Description

Southside Partnership DLR is seeking a Managed Service Provider (MSP) to provide ICT services including but not limited to remote and onsite support and maintenance, procurement and asset tracking (software and hardware), project management, implementation and support and high-level consultancy. This Request for Tender (RFT) is for a single supplier to cover all aspects of SOUTHSIDE PARTNERSHIP DLR ICT support and service requirement. Requirements The MSP should deliver a fully managed service in line with the Information Technology Infrastructure Library (ITIL) services framework. The MSP must incorporate proactive monitoring and preventative maintenance of all business-critical systems and services to identify potential performance, capacity and security issues with the aim of resolving them before they impact on services to users. This should include the facility to generate reports on performance, availability etc. to be presented to The SOUTHSIDE PARTNERSHIP DLR as required. The Managed Service Provider (MSP) must provide a Dedicated Support Person for both day-to-day IT issues and a Senior Support Engineer for all high-level monitoring, server, and security issues. All incidents and support requests, whether identified through the service desk, or as a result of monitoring and maintenance, should be recorded and tracked by the MSP helpdesk within a ticketing system. The SOUTHSIDE PARTNERSHIP DLR requires a ticketing system to be accessible to end users by telephone, email and online, providing a facility to capture or generate and report on the following: • Unique ticket reference • Category of issue • Description of issue • Source of ticket • Severity of ticket (see below) • Time and date of ticket • Time and date of first contact • Resolved at first contact or escalated • Time and date of escalation • Details of escalation • Time and date of resolution • Details of resolution