How to win: Level 2 Helpdesk Support

About this contract

NS&I currently operates a third-party outsourced Level 2 Helpdesk function. As NS&I’s operational environment continues to transform in complexity and scale, there is an increased need for a dedicated and resilient Level 2 Helpdesk service. A new supplier is required to ensure NS&I can ensure and support technical expertise across multiple suppliers and services, maintain incident resolution timescales, support complex end-to-end service stability, and has a support model that can scale in line with future service demands. This service is staffed by (at any one time) 2 Helpdesk Analysts, from a pool of available resource between Monday and Friday, 8am to 8pm. The helpdesk provides triage services assessing incoming tickets against priority and technical service. The tickets are then passed to resolver groups which sit within NS&I’s 4 strategic delivery partners and outgoing incumbent provider. Tickets can be generated by suppliers, NS&I teams, via customer interactions or automated events from a L1 Helpdesk operated by our Service Delivery Partner (SDP) IBM. Where tickets can be resolved without a technical team and where relevant knowledge articles exist the L2 Helpdesk is expe

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — NS&I scores each response, so map your evidence to the published criteria and weightings.
• ✓At £1,916,066.67, expect quality and social value to carry a large share of the score — price alone rarely wins services work.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: it closes 11 May 2026 and a strong bid takes iteration.

BidWriter drafts your responses from your company profile, scores them against the marking scheme, and tracks your whole pipeline. Free to start — no card needed.

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