Level 2 Helpdesk Support
- NS&I
Procurement identifier (OCID): ocds-h6vhtk-0690fc
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 currently. There is an expectation that under the transformation project this list will grow.
At a later date, NS&I may wish to add NS&I staff as users of the helpdesk.
Award under framework
Technology Services 4
Crown Commercial Service
Procurement identifier (OCID): ocds-h6vhtk-04eac3
Notices
UK6: Contract award notice
- Notice identifier
- 2026/S 000-088749
- Published
- 18 September 2026, 2:43pm
UK2: Preliminary market engagement notice
- Notice identifier
- 2026/S 000-040872
- Published
- 5 May 2026, 10:25am