# 24/7 Service Desk

> A sourced UK public sector contract award published by MCA - Maritime and Coastguard Agency.

## Key facts

- Buyer: [MCA - Maritime and Coastguard Agency](/buyers/mca-maritime-and-coastguard-agency/contract-awards)
- Supplier: [Posterity Milestone Consortium Ltd](/suppliers/posterity-milestone-consortium/public-sector-contract-awards)
- Award value: £40,000
- Tender value: £40,000
- Award date: 31 March 2020
- Published: 7 September 2021
- Contract start: 31 March 2020
- Contract end: 31 August 2020
- Stage: awarded
- Procurement category: services
- Notice ID: 1ce948d1-65d6-4121-ac05-ad7f6cbebece-466374
- OCID: ocds-b5fd17-40daf4df-e2c0-4520-9f9b-71f43f5201e8

## Description

The new I&T organisation, approved by the board in June 2019, includes provision for a 24/7 service desk\. in addition to the current recruitment of the required staff, it is necessary to complete the set-up of the service desk capability and ensure processes and services are integrated into the new I&T operating model\. This case seeks approval of funds to procure a specialist service to bring this about by 31st March 2020 enabling a phased transition with desk running a full service by 30th June , outputs include\. - -Project manage the integration of a new 24/7 IT infrastructure Library \(ITIL\) based corporate service desk\. - define key goals, metrics & services that the desk will support\. -Define the processes that the desk will operate to \(call flows, priority levels, categorisation, KPI's\) -Support the recruitment of the service desk team -initiate discovery of new service desk tools -develop reports and analysis tools -Implement a basic continuous service improvement plan -Provide a transition plan to onboard new products and services to the new desk decommission of the existing office hours service desk support the development of a service desk strategy that looks at remote support and innovation -Put in place processes for monitoring customer satisfaction and continuous improvement -Support culture hack to improve how MCA consume the service desk\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/1ce948d1-65d6-4121-ac05-ad7f6cbebece-466374)