Level 2 Helpdesk Support

Title

Level 2 Helpdesk Support

Stage

award, contract

Buyer

NS&I

Buyer id

GB-PPON-PJNT-9481-WXVY

Status

complete

Category

not on file

CPV

not on file

CPV in words

not on file

Estimated value

not on file

Currency

not on file

Released

2026-09-18T14:43:20+01:00

Tenders close

not on file

Contract starts

not on file

Contract ends

not on file

Procedure

Award under framework

Description

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. 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 with financial records check, 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. The types of incidents that the helpdesk may manage include: managing the triage of tickets including problem, request and incident between our strategic suppliers in relation to a Mobile App, integration infrastructure layers, customer IDAM, Federated IDAM etc currently. There is an expectation that under the transformation project this list will grow. At a later date, NS&I may wish to add NS&I staff as users of the helpdesk.

Open Contracting ID

ocds-h6vhtk-0690fc

• CAPGEMINI UK PLC (company), by the party id in the notice · uk companies house, read 2026-10-04

Cite as

Find a Tender (UK above-threshold notices) (UK Cabinet Office, Find a Tender Service), pages.json, sha256 3fa091d38652, published 2026-10-04

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