Contract details

Contract: 24/7 IT Service Desk

Details

Buyer:
London Borough of Redbridge
Department:
IT and Digital
Title:
24/7 IT Service Desk
Description:
This service will manage our 24/7 IT Service Desk and will provide significant improvement in performance such as calls answered in under 30 seconds, the percentage of calls lost and resolution of tickets. The benefits of the contract are: 1. 24/7 IT support services for our colleagues and customers 2. Reduced call drop rates for customers 3. Improved responsiveness to customer IT issues 4. A faster turnaround on incident and service requests 5. Reduced reputational damage due to the risks that come with a lack of Out of Hours support being provided to key customers 6. The ability to rapidly surge/scale support staff both up and down rapidly as business and environmental conditions demand 7. Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by our staff and customers 8. Improved business continuity through having our first line service desk activities geographically outsourced. The Service Commencement Date shall be 16th November 2026 for a period of 36 months via Direct Award Procedure utilising CCS, Technology Services 3 (TS3) RM6100.
Description of the geographical coverage:
Reference no:
DN804956
Estimated total value:
£777,000.00
Estimated annual value:
£0.00
VAT not recovered:
£0.00
Participating organisations:
N/A
Keywords:
24/7, ICT, service desk
Start date:
16/11/2026
End date:
16/11/2029
Awarded date:
23/03/2026
Awarded value:
£777,000.00
Appraisal date:
Not provided
Review date:
18/08/2027
Initial contract period:
36 months
Total option to extend:
Total contract period:
36 months
Available extensions:
0 with 0 taken
Central purchasing body:
London Borough of Redbridge
Framework:
N/A
Find a Tender (FTS):
No
Process used:
RFQ

Primary contact

Title:
Mr
First name:
Tarek
Surname:
Elalfi
Email address:
Tarek.Elalfi@redbridge.gov.uk
Telephone number:
02085545000
Fax number:
Mobile number:

Awarded supplier(s)

Company name Company reg number SME/VCS VCS reg number Contacts Postcode
Agilisys Limited 4327369
  • - Mr Cameron Marshall
 W12 7RZ
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Categories

  • 72000000-5 - IT services: consulting, software development, Internet and support
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Notes

Public notes:

Custom details

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