IT Help Desk – First, Second and Third Line Support

7.1 The Service Provider shall provide initial first line support as part of a single point of contact IT Help Desk, provide assistance and carry out resolution of all Incidents for all PATAS ICT Infrastructure and

associated UADs and/or mobile devices, and thereafter if not resolved the Service Provider shall provide during PATAS Core Hours a resource to visit the user at the desk to resolve the Incident. Note. It should be noted by Lot 2 bidders that in the event of the supplier of the Lots 1 & 5 Services being different from the supplier of the Lot 2 Services, then the Service Provider for the Lots 1 & 5 will provide the overall SPOC IT Help

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Desk, and the Service Provider for Lot 2 will provide a second-level IT Help Desk, integrated with the overall Lots 1 & 5 SPOC IT Help Desk.

7.2 The Service Provider shall provide an IT Help Desk for the PATAS ICT Infrastructure, including a call-logging facility, during PATAS Core Hours.

The Hearing Centre opening hours may occasionally be varied at reasonable notice to suit the London Councils’ needs. The current Hearing Centre hours are shown in Appendix C. Irrespective of these hours, there must also be the ability for staff to log an incident or service request outside of these hours by telephone or on-line.

7.3 The Service Provider shall ensure that each Incident or Service Request is logged and assigned a unique reference number and recorded on a service management / call logging system.

7.4 The Service Provider shall ensure that all incidents are resolved in accordance with the agreed service levels outlined in 6.4 above and Appendix B.

7.5 The IT Help Desk shall monitor the progress of all fault or enquiry calls to ensure that they are resolved within the agreed timescales.

7.6 Feedback shall be provided to the originating user for every call.

7.7 The Service Provider shall diagnose and maintain control of the resolution of incidents and problems (including those ‘owned’ by third parties as appropriate to ITIL best practises) for all supported UAD, telephony, mobiles and applications.

7.8 The Service Provider shall manage the maintenance of the supported server, network connectivity, UAD, telephony and mobile equipment and manage the lifecycle of all equipment with suitable replacements.

7.9 The Service Provider shall be responsible for issuing and configuring all London Councils’ approved ICT equipment (UAD, AV equipment,

mobiles and desk based phones).

7.10 The Service Provider shall use its best endeavours to support any required PATAS ICT Infrastructure non-standard applications with no specified service level agreement (i.e., any desktop applications which are not part of the agreed software list, but are specialist “service specific” pieces of software that are only used by a small number of London Councils’ staff within the PATAS Premises.

7.11 The Service Provider shall use its best endeavours to provide support to any non-standard hardware used within the PATAS ICT Infrastructure.

7.12 For High priority faults (Priority 1 to 2) the IT Help Desk shall:

a) inform London Councils when the fault is confirmed of the actions being taken to correct it and the time at which the service is expected to be restored;

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b) update London Councils on the status of the fault and of actions being taken hourly until the full service is restored; and

c) update London Councils daily on the status of the fault and of actions being taken until the full service is restored.

7.13 For Low priority faults (Priority 3 to 4) the IT Help Desk shall:

a) inform the user that reported the fault of the actions being taken to rectify the fault and the time at which the service is expected to be restored;

b) inform the user and London Councils of the situation and the actions being taken if the service is not restored within the maximum; and c) update London Councils daily on the status of the fault and of actions

being taken until the full service is restored.

7.14 For faults that impact a personal hearing the IT Help Desk shall:

a) inform the user that reported the fault of the actions being taken to rectify the fault and the time at which the service is expected to be restored;

b) inform the user and London Councils of the situation and the actions being taken if the service is not restored within the maximum; and c) update London Councils half hourly on the status of the fault and of

actions being taken until the full service is restored.

7.15 The call log must provide sufficient information to allow:

a) Accurate monthly reporting of service performance for all of the services provided; and

b) Effective fault analysis and identification of actions to reduce occurrence or impact of faults.

7.16 Authorised London Councils’ staff shall be provided with read-only access to the Service Provider’s IT Help Desk call logging system.

7.17 Authorised London Councils’ users shall be provided with access to a self-service, web-based IT Help Desk system that provides, as a minimum, the capability to:

a) Log a fault;

b) Track an on-going fault;

c) Report an on-going fault as resolved;

d) View resolved faults.

7.18 All usage of the web-based IT Help Desk facility shall be logged and provided for audit purposes when required.

7.19 The Service Provider will produce meaningful monthly Service Reports to the Authority, showing for the month under review the status of each of the Service Levels for the current and previous 2 months, setting out the Service Points for each Service Level and highlighting any Service Levels which have reached a Service Credit Threshold and/or a Termination Threshold. The Service Provider will also provide Root

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Cause Analysis documentation for all Priority 1 and 2 Service

Failures/Service Faults that affected the Authority during the month of review. The reporting will review the top 5 Service Failures/Service Faults and the associated action plans to conclude resolution. The monthly Service Report will also provide detailed statistics on the calls made to the IT Help Desk. There will be Service Meetings at agreed intervals between the Service Provider’s Service Manager and The Authority to consider the monthly Service Report and agree any necessary remedial actions by the parties.