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Contract awardedIT service desk

24/7 IT Service Desk

Managed 24/7 IT service desk handling first line support, incident and service request turnarounds, out-of-hours coverage, and security incident triaging. Performance targets include calls answered in under 30 seconds, reduced call drop rates, and scalable support staff capacities over a 36-month term.

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Awarded value
£777k
As published
Published
18 August 2026
Awarded
18 August 2026
Agilisys
Contract length
36 months
Ends 15 November 2029

What the contract covers

Framework call-off

Provision of 24/7 IT service desk and helpdesk support services for public sector operations.

  • 24/7 IT support services for colleagues and customers
  • Reduced call drop rates for customers
  • Improved responsiveness to customer IT issues
  • A faster turnaround on incident and service requests
  • Reduced threat of effective cyberattacks due to 24/7 triaging of any security incidents flagged by staff and customers
  • First line service desk activities geographically outsourced

Terms and requirements

Contract type
Framework call-off
Initial term
36 months
Contract dates
16 November 2026 to 15 November 2029
Certifications asked for
None stated
Lots
1
Suitable for SMEs
Not stated
Category
Services
CPV codes
72000000

Services in this contract

Lifecycle

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

London Borough of Redbridge

Type
Locked
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Recorded value
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Typical contract
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IT service desk contracts, 24 months
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Contact details
Name
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Email
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Address
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The supplier

Agilisys

Contracts won, 24 months
Locked
Value won, 24 months
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Buyers, 24 months
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Companies House number
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Main buyersLocked
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Cite this contract

Link
https://bidskim.com/tender/3855599/24-7-it-service-desk
Buyer reference
DN804956
Last checked
5 November 2026

London Borough of Redbridge. 24/7 IT Service Desk. Contract award, 18 August 2026. BidSkim, https://bidskim.com/tender/3855599/24-7-it-service-desk (accessed 5 November 2026).