External Support for the it Support of the State Tender - 138816598

Procurement Summary

Country: Germany

Summary: External Support for the it Support of the State Capital Potsdam

Deadline: 07 May 2026

Posting Date: 01 Apr 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 138816598

Document Ref. No.: OV-L-5412-72-26

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

72000000 - IT services: consulting, software development, Internet and support

Purchaser's Detail

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Tender Details

Service package 1 - IT service desk LHP (administrative IT and school IT) 1a - Provision of the service desk The contractor provides the staff for 2 service desks: a service desk for the city administration employees (administrative IT) and one Service desk for users at schools (school IT). The client provides a telephone hotline, a ticket system available via the Internet and, if necessary, other supporting communication and information systems. The Provision of the service desk includes in particular: - Inquiry and fault management as well as telephone hotline - Reporting and analysis - Building and updating the knowledge and solution database 1b - Ticket processing Ticket processing includes the operational processing of all incidents and service requests recorded in the ticket system in first-level and second-level support. - Problem solving and troubleshooting in first and second level support - User support and advice - Escalation management - Remote maintenance of IT systems - Documentation in the ticket - Support of change and release management (1st level) Service package 2 - On-site maintenance of school IT systems Service package 2 includes the on-site maintenance of school IT systems (networks, Servers, operating systems, end devices, etc.) by the contractor, in coordination with department 54. Service package 3 - Support for device management and disposal 3a - Hardware construction and installation of end devices and presentation technology Additionally (school IT only): The service desk employees support Department 54 as a service provider in the organizational and communicative implementation of changes and releases. 3b - Rollout support for infrastructure components 3c - Decommissioning and support for the disposal of old devices 3d - IT support for events The contractor provides IT technical support for the implementation of...

Documents

 Tender Notice