24/7 IT Service Desk

What the notice records

Buyer

London Borough of Redbridge

Supplier

AGILISYS LIMITED

Awarded value

£777,000 (the notice’s own figure, in GBP, published as a net amount)

Award date

18 August 2026

Notice published

18 August 2026

Category (CPV)

IT services: consulting, software development, Internet and support (72000000)

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.

Source

Find a Tender — official notice