Provision of IT Support Services for Visit Kent

Short Description:

Visit Kent [and its trading company Go To Places] invites tenders for the provision of comprehensive IT support services for our organisation. The successful provider will be responsible for managing and maintaining our IT infrastructure, and provide unlimited remote support of all business backend infrastructure and business owned devices.

Key requirements include:

1. Support for approximately 20 staff members, primarily using laptops with a small number of desktop units.
2. Management of cloud-based services, particularly SharePoint.
3. Provision of Microsoft end user training, with a focus on SharePoint.
4. Assistance with transitioning from an hybrid office to a fully remote working environment by June 2025.
5. Ongoing support for a distributed workforce using co-working spaces.
6. All day to day server administration.
7. Proactive Server and Workstation Monitoring.
8. Regular Technology Assessments.
9. Patch Management and Cybersecurity Software.
10. 3rd party liaison on technical issues

Description of the procurement

The successful tenderer will provide comprehensive IT support services including but not limited to:

1. Helpdesk support with clearly defined response times and resolution targets
2. Remote and on-site support as required
3. Management and maintenance of cloud-based services, particularly SharePoint
4. IT security management and monitoring
5. Hardware and software procurement advice and support
6. IT training services, with a focus on SharePoint and other relevant technologies
7. Strategic IT consultancy to support the organisation's transition to fully remote working
8. Ongoing support for a distributed workforce using various co-working spaces
9. Support with current and ongoing cyber essentials certification
10. Support and advice on cloud based phone operating system
11. Support Sage and a potential move to Xero

Tenderers should provide details of:

• Their approach to service delivery
• Typical response and resolution times for support requests
• Experience in supporting organisations through transitions to remote working
• Their ability and experience in delivering the above requirements
• Capabilities in SharePoint management and training
• Proposed service level agreements (SLAs)
• Any value-added services they can offer

The successful tenderer will be appointed our preferred supplier for IT equipment, e.g. devices, and additional products.

Interested parties must submit their expression of interest to james.benjafield@visitkent.co.uk. All relevant information on how to respond to this tender will be forwarded upon receipt of your interest.

Shortlisted bidders will be invited to an interview to pitch their services during the week commencing 26th August. During this interview, bidders may be asked to elaborate on their submitted policies and demonstrate how these principles are implemented in their operations.

Additional information: About us:

Visit Kent is a public/private partnership with an industry-led board. As a Local Visitor Economy Partnership (LVEP), we are recognised by VisitEngland as the official Destination Management Organisation for Kent and Medway.

We are also recognised by the two upper-tier local authorities Kent County Council and Medway Council, the 12 district councils and the South East Local Enterprise Partnership (LEP) as the official Destination Management Organisation for Kent and Medway, responsible for supporting and growing the tourism industry.

https://www.gotoplaces.co.uk/ https://www.visitkent.co.uk/ https://www.visitkentbusiness.co.uk/ https://www.visitherts.co.uk/ https://www.visithertsbusiness.co.uk/