# Service Desk Support

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [NHS Arden and GEM CSU](/buyers/nhs-arden-and-gem-csu/contract-awards)
- Contract winner: SEYMOUR JOHN LIMITED
- Award value: £120,000
- Tender value: £120,000
- Award date: 28 July 2021
- Published: 28 September 2021
- Contract start: 16 August 2021
- Contract end: 31 October 2021
- Stage: awarded
- Procurement category: services
- Notice ID: 840b7bf1-5d4e-4703-a785-75c82739876e-471936
- OCID: ocds-b5fd17-055033f6-085e-451a-853c-6877bd6e5280

## Description

NHS Arden & Greater East Midlands CSU \(AGEM\) are seeking a partner to provide support and insight to the resolution of incident and service request tickets\. Our Service Desk team use the Ivanti platform and are responsible for dealing inbound call-handling; first-time fix, remote fix and field engineering backed by traditional tiered support beyond the desk itself\. In response to this ITT, suppliers should consider how they can demonstrate relevant experience, their approach, the expected output and how they will deliver the work with minimal impact on current AGEM operations\. Our ServiceDesk is currently experiencing an increasing volume of calls and dealing with an inherited backlog\. The volume of work is in itself limiting our capacity for investigating root cause of the increased volume in order to then address the causes\. For this reason, we are looking for support in terms of clearing the current backlog but for these staff to then help in the diagnosis of what areas or issues AGEM need to focus on and resolve in order to deliver better service to customers with a sustainable support model\.

## Related contract awards

- [Senior Nurse Assessor for NHS Birmingham & Solihull ICB](/contracts/ocds-b5fd17-7773a904-58b5-40b0-92fe-dce129cd555e): NHS Arden and GEM CSU
- [1876 IT Hardware for NHS Black Country ICB](/contracts/ocds-b5fd17-1dfed94f-0679-4c3a-8e29-03020c7dbab7): NHS Arden and GEM CSU
- [1816 IT Hardware Call-Off for NHS Arden & GEM CSU](/contracts/ocds-b5fd17-ddaef002-4ef6-4ced-97d7-64225b277b5f): NHS Arden and GEM CSU
- [Consultancy - NHS Primary Care Programme and Laboratory Information Management System](/contracts/ocds-b5fd17-894b08ea-4b94-413c-ae5d-524942ff4774): Midlands & Lancashire C S U
- [Consultancy - Software Developer](/contracts/ocds-b5fd17-8b971b65-042c-4bb4-a2b8-86e80a94aad0): Midlands & Lancashire C S U
- [PROVISION OF PERMANENT RECRUITMENT](/contracts/ocds-b5fd17-78bed593-e956-4fd0-8a8b-a2adfec29caf): UK INFRASTRUCTURE BANK LIMITED

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/840b7bf1-5d4e-4703-a785-75c82739876e-471936)