24/7 IT Service Desk
London Borough of Redbridge
- Stage
-
Awardthe latest stage the buyer has published
- Buyer
-
London Borough of Redbridge
- Supplier
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AGILISYS LIMITEDtaken from the supplier contact on the notice
- Value
-
£777KVAT basis not stated · GBP
- Awarded
-
18 Aug 2026the signed contract date on the notice
- End date
-
Not publishedNot published. This contract is not in Renewals.
- Where
-
London, Englandthe buyer's address on the notice
- First published
-
18 Aug 2026last seen 18 Aug 2026
What the buyer published
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.