Level 2 Helpdesk Support
£1,916,067 — stated in the notice
The procurement contact named on the official notice.
This is a large award for IT Services — above three-quarters of comparable contracts. Based on 36,449 valued IT Services tenders in our corpus.
NS&I publishes IT Services work continuously — 9 notices, roughly one every 27 days. This is a stream to watch, not a cycle to wait for.
29% of NS&I’s awards go to a supplier it has used before.
Which is the argument for getting on the list rather than winning this one. The incumbent is rarely the last winner — it is the roster. See the retention odds by category →
NS&I currently operates a third-party outsourced Level 2 Helpdesk function.
As NS&I’s operational environment continues to transform in complexity and scale, there is an increased need for a dedicated and resilient Level 2 Helpdesk service.
A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands.
This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm.
The helpdesk provides triage services assessing incoming tickets against priority and technical service.
The tickets are then passed to resolver groups which sit within NS&I’s 4 strategic delivery partners and outgoing incumbent provider.
Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM.
Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expected to ensure that these are resolved via feedback to the point of origin.
The helpdesk also ensures that all tickets raised have the minimum data set required for the suppliers to investigate or fulfil.
To meet this need, the new supplier will be required to deliver a Level 2 Helpdesk service in line with agreed service levels.
The supplier must operate through NS&I’s ServiceNow platform, maintain BPSS cleared staff, deliver support during business hours, and comply with NS&I’s security, standards, and ISO requirements.
The service will also include structured performance reporting and a sustained commitment to continuous service improvement.
This Request for Information/market engagement exercise is open to suppliers within Lot 3a of the GCA Technology Services 4 RM6190 framework only.
Ref: itt_91872/Lot 3a Request for Information
What the notice asks for
A new supplier is required to ensure
A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands.
Where tickets can be resolved without
Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expected to ensure that these are resolved via feedback to the point of origin.
To meet this need, the new supplier
To meet this need, the new supplier will be required to deliver a Level 2 Helpdesk service in line with agreed service levels.
The supplier must operate through NS&I’s ServiceNow
The supplier must operate through NS&I’s ServiceNow platform, maintain BPSS cleared staff, deliver support during business hours, and comply with NS&I’s security, standards, and ISO requirements.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
What this notice demands of you
1 named in obligation language, 1 mentioned. Each one is quoted from the notice.
The supplier must operate through NS&I’s ServiceNow platform, maintain BPSS cleared staff, deliver support during business hours, and comply with NS&I’s security, standards, and ISO requirements.
This Request for Information/market engagement exercise is open to suppliers within Lot 3a of the GCA Technology Services 4 RM6190 framework only.
Matched against the notice text, so this is a floor — the tender pack will demand things the notice never mentions. “Says must” means the quoted sentence itself used obligation language; anything ambiguous is left as a mention.
Skills, tools & certifications
Detected from the notice — the capabilities and credentials this bid calls for. Click one to see who wins that work.
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- OCID
- ocds-h6vhtk-0690fe
- Stage
- planning · Planning
- Source
- Find a Tender
- Buyer ref
- 040875-2026
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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