How to win: Provision of a Service Desk

About this contract

The Office for Standards in Education, Children's Services and Skills (Ofsted) is issuing this notice to notify the market to that we are engaging with suppliers on the Technology Services 4 (RM6190) to help shape a pending tender process for the provision of a fully managed Servicedesk. The current contract that Ofsted has for providing this service is due to end in March 2027 and Ofsted are looking to start pre market engagement with suppliers in the market. Ofsted intends to appoint a supplier to deliver a fully managed Servicedesk that will be the single point of contact for circa 4000 individuals to report IT issues, raise queries, submit requests, and where possible have them resolved at first contact. Our Service Desk provider will be responsible for: • supporting a range of home, office, and remote based users, using the Ofsted-owned ServiceNow instance to log contacts via multiple communication channels, including telephone, service portal and webchat • logging, categorising, and prioritising all calls, carrying out initial investigations and resolving at first contact wherever possible, and providing clear and effective communications to Ofsted users and support teams •

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — Ofsted scores each response, so map your evidence to the published criteria and weightings.
• ✓Lead with evidenced capability and social value — for services work these usually outweigh price.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: deadlines are tight 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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