Level 2 Helpdesk Support
Reference ocds-h6vhtk-0690fc · NS&I
Awarded to CAPGEMINI UK PLC for £2,016,667.
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Amounts and figures
Description
As NS&I's operational environment continues to transform in complexity and scale, there is an increased need for a dedicated and resilient Level 2 Helpdesk service. A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands. To meet this need, the new supplier will be required to deliver a Level 2 Helpdesk service in line with agreed service levels. The supplier must operate through NS&I's ServiceNow platform, maintain BPSS cleared staff with financial records check, deliver support during business hours, and comply with NS&I's security, standards, and ISO requirements. The service will also include structured performance reporting and a sustained commitment to continuous service improvement. The types of incidents that the helpdesk may manage include: managing the triage of tickets including problem, request and incident between our strategic suppliers in relation to a Mobile App, integration infrastructure layers, customer IDAM, Federated IDAM etc currentl…
Awards
| Lot | Awarded to | Amount | Date |
|---|---|---|---|
| 1 | CAPGEMINI UK PLC | £2,016,667 | — |
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 103303-2026 | 30 October 2026 |
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