Tender for Managed IT Service Support

Description

Cork City Partnership is seeking a Managed Service Provider (MSP) to provide ICT services including, but not limited to, remote and onsite support and maintenance, procurement and asset tracking (software and hardware), project management, implementation and support and high-level consultancy. This Request for Tender (RFT) is for a single supplier to cover all aspects of Cork City Partnership ICT support and service requirements. The MSP should deliver a fully managed service in line with the Information Technology Infrastructure Library (ITIL) services framework. The MSP must incorporate proactive monitoring and preventative maintenance of all business-critical systems and services to identify potential performance, capacity and security issues with the aim of resolving them before they impact services to users. This should include the facility to generate reports on performance, availability etc., to be presented to Cork City Partnership as required. All incidents and support requests, whether identified through the service desk, or as a result of monitoring and maintenance, should be recorded and tracked by the MSP helpdesk within a ticketing system. Cork City Partnership requires a ticketing system to be accessible to end users by telephone, email and online, providing a facility to capture or generate detailed reports as required. The service provider should aim to resolve as many reported incidents as possible at first contact through the use of a knowledge base of known problems and the utilisation of remote support tools to diagnose and resolve such incidents, in order to limit the need for onsite support to a minimum. The helpdesk must provide regular updates to users on the progress of incident resolution commensurate with the priority level. Additionally, the helpdesk system must allow the designated Cork City Partnership contract manager to check the status of incidents online and to view and report on the work done.