BidSkim
Free report
Get IT service desk tenders every morning
Contract awardedFramework call-offIT service desk

Level 2 Helpdesk Support

The service requires two dedicated helpdesk analysts operating Monday to Friday, 8am to 8pm, to triage and manage technical tickets via the ServiceNow platform. The provider must coordinate incident resolution across four strategic delivery partners, ensure data quality for investigations, and maintain service stability. Staff must hold BPSS clearance and adhere to strict security and ISO standards.

Open the official notice (opens in a new tab)
Awarded value
£2m
As published
Published
5 May 2026
Awarded
16 September 2026
Capgemini
Contract length
20 months
Ends 31 May 2028

What the contract covers

Call-off from framework

Provision of managed Level 2 IT helpdesk support services, including ticket triage, incident management, and technical service coordination.

  • Deliver a Level 2 Helpdesk service in line with agreed service levels
  • 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

Terms and requirements

Contract type
Call-off from framework
Procedure
Selective procedure
Initial term
21 months
Extensions
24 months
Longest it can run
45 months
Contract dates
12 October 2026 to 31 May 2028
Certifications asked for
BPSS
Lots
1
Suitable for SMEs
Not stated
Category
Services
CPV codes
72253000

Services in this contract

Lifecycle

  1. Published
  2. Contract awardedto Capgemini
  3. Contract starts
  4. Contract ends
The buyer

National Savings & Investments (NS&I)

Type
Locked
Contracts, 24 months
Locked
Recorded value
Locked
Typical contract
Locked
IT service desk contracts, 24 months
Locked
Buys mostLocked
Contact details
Email
Locked
Address
Locked
See everything National Savings & Investments (NS&I) buys
The supplier

Capgemini

Contracts won, 24 months
Locked
Value won, 24 months
Locked
Buyers, 24 months
Locked
Size
Locked
Companies House number
Locked
Main buyersLocked
See everything Capgemini has won

Similar IT service desk contracts and prices

11 IT service desk contracts were awarded in London in the last 24 months. See who won them and what they went for, next to this one.

See who won them →

Cite this contract

Link
https://bidskim.com/tender/3458785/level-2-helpdesk-support
Buyer reference
26-F-07
Open contracting ID
ocds-h6vhtk-0690fc
Last checked
5 November 2026

National Savings & Investments (NS&I). Level 2 Helpdesk Support. Contract award, 5 May 2026. BidSkim, https://bidskim.com/tender/3458785/level-2-helpdesk-support (accessed 5 November 2026).