IT Help Desk Outsourcing

Office of Rail and Road
London
1 October 2025 to 30 September 2026

Provision of remote 1st to 3rd line IT support services, including incident resolution, password resets, and desktop and printer troubleshooting. Support is delivered via phone, email, and a ServiceNow portal. The service includes optional onboarding, reporting, and extended hours support, with annual performance reviews and a break clause allowing for early termination based on strategic or performance considerations.

Open the official notice

Awarded value: £145k; As published
Published: 11 November 2025
Awarded: 18 September 2025; Stone Group
Contract length: 12 months; Ends 30 September 2026

What the contract covers

Outsourced IT support services contract

Provision of remote 1st to 3rd line IT help desk support services including incident resolution and desktop troubleshooting for corporate users.

Remote 1st to 3rd line IT support services for users at the Office of Rail and Road
Incident resolution
Password resets
Desktop and printer troubleshooting
Escalation via phone, email and ServiceNow portal

Terms and requirements

Contract type: Outsourced IT support services contract
Initial term: 36 months
Extensions: 12 months
Longest it can run: 48 months
Contract dates: 1 October 2025 to 30 September 2026
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Not stated
CPV codes: 72253100

Services in this contract

Outsourced IT service deskMain service£194k typicalOutsourced remote 1st to 3rd line IT help desk

Lifecycle

Published
11 November 2025
Contract awardedto Stone Group
18 September 2025
Contract starts
1 October 2025
Contract ends
30 September 2026

The buyer

Office of Rail and Road

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
Typical contract: Locked
IT service desk contracts, 24 months: Locked

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Contact details

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Address: Locked

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The supplier

Stone Group

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
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Companies House number: Locked

Main buyers

Contact details

Email: Locked

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Cite this contract

Link: https://bidskim.com/tender/333982/it-help-desk-outsourcing
Buyer reference: ORR CT 25-49
Open contracting ID: ocds-h6vhtk-05de9f
Last checked: 5 November 2026

Office of Rail and Road. IT Help Desk Outsourcing. Contract award, 11 November 2025. BidSkim, https://bidskim.com/tender/333982/it-help-desk-outsourcing (accessed 5 November 2026).