Level 2 Helpdesk Support
Reference ocds-h6vhtk-0690fe · NS&I
Prior notice. Estimated value: £1,916,067.
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Amounts and figures
Description
NS&I currently operates a third-party outsourced Level 2 Helpdesk function. 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. This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm. The helpdesk provides triage services assessing incoming tickets against priority and technical service. The tickets are then passed to resolver groups which sit within NS&I’s 4 strategic delivery partners and outgoing incumbent provider. Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM. Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expe…
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 040875-2026 | 5 May 2026 |
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