Level 2 Helpdesk Support
Buyer: NS&I
- Published
- 5 May 2026
- Estimated value
- £1,916,067
- Lots
- 1
- Notice number
- 040873-2026
- Reference
- ocds-h6vhtk-0690fd
- Official source
- Official source
CPV codes
- 72253000Helpdesk and support services
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
- FTS · 040873-2026 · 5 May 2026
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £1,916,067.
- Who is the buyer of this tender?
- The contracting authority is NS&I (United Kingdom).
- How can I bid for public tenders in the United Kingdom?
- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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