Tender: Outsourced ICT Infrastructure Management and 24/7 Service Desk for The Authority

About

The Authority is seeking a supplier for provision, management and continuous improvement of outsourced ICT infrastructure and associated services, including a 24×7×365 ITSM tooling and Service Desk (telephone, webchat and portal with self‑service, leveraging AI and automation); end‑to‑end ITIL‑aligned service management (incident, request, change, configuration, problem, major incident, release/deployment, knowledge and asset management); workplace and end‑user services (PCs, laptops, tablets, mobile devices, user experience analytics, build and patch services, field engineering, Tech Bar support, Active Directory and evergreen refresh activities); infrastructure services (on‑premises hosting, VMware platforms, monitoring and event management, capacity and availability oversight, patching, backup services and Azure cloud services); networking (LAN, WLAN, network monitoring, maintenance, incident response and installation); security services and cyber operations (security event management, vulnerability and risk management, compliance reporting, business and service continuity and disaster recovery support); infrastructure and technology project delivery and architectural support (agile delivery, portfolio and project management, service transition, road‑mapping, innovation forums and obsolescence management); ITSM platform management and managed print services, with contractual options for additional products, software, licences and project‑related professional services. Services may be provided on‑site across the Authority’s premises and any external data centre locations used by the Authority, and remotely, and the contract will include a detailed change control procedure.