Digital Workplace Services

Official summary

What is being procured?

The EBA needs a service of IT helpdesk, service desk or support service to solve IT issues encountered by EBA staff in the performance of their tasks. The procurement procedure shall result in a framework contract with a narrow scope and a very specific service delivery model for the helpdesk, with SLA, KPIs, incidents per year, customer satisfaction rating, rating expectation, all linked to contractor incentives and penalties. The scope of the services is to provide helpdesk services related to: ­- the management of end-user hardware and solving issues related to it (PCs, laptops, mobile phones, tablets, screens, accessories/ peripheral equipment), including keeping inventory of hardware; -­ the use of end-user software (Windows, iOS, MS Office, Azure, various other software products…