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    ContractsLevel 2 Technical Helpdesk Support Services
    Awarded contract

    Level 2 Technical Helpdesk Support Services

    Awarded
    £2m
    Published 18 Sept 2026

    NS&I requires a Level 2 Helpdesk Support supplier to deliver ServiceNow-based technical incident management across multiple systems with BPSS clearance and ISO compliance.

    🇬🇧United Kingdom· LondonPublished 18 Sept 2026· 1 month agoviaFind a Tender
    Awarded
    £2m
    Published 18 Sept 2026

    Decision brief

    4 fields
    • Contract value
      £2,016,667
      Pounds sterling
    • Closing date
      Not published
      No closing date published
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom
      London

    Suppliers

    1 supplier
    • CU
      CAPGEMINI UK PLC
    Lead contractor

    Lifecycle

    Awarded

    Contract awarded. Originally published 1 month ago.

    18 September 2026
    Awarded — no open tender advertised

    Brief

    NS&I is seeking a new supplier to deliver Level 2 Helpdesk Support services to manage and resolve technical incidents across its expanding operational environment. The supplier will be responsible for triaging and managing complex tickets related to mobile applications, integration infrastructure, identity and access management (IDAM), and federated systems. Key requirements include: operating through the ServiceNow platform, maintaining BPSS cleared staff with financial records checks, providing support during business hours, adhering to NS&I security and ISO standards, delivering structured performance reporting, and demonstrating continuous service improvement. The service must maintain agreed service level agreements, support multiple strategic suppliers, ensure consistent incident resolution timescales, and provide scalable support to accommodate future service growth and expanding user bases. Currently covering mobile app and infrastructure support, the service scope is expected to expand as part of NS&I's transformation project. Future expansion may include direct support for NS&I staff as additional users of the helpdesk.

    Track record

    4 awards · 4 winners
    Open field

    No single supplier dominates the field.

    In it software, NS&I has awarded 4 contracts to 4 suppliers.

    Who wins here
    1. CAPGEMINI UK PLC1× · 25%
    2. ERNST YOUNG LLP1× · 25%
    3. GARTNER UK LIMITED1× · 25%
    4. LAYER 71× · 25%

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, INSIGHT DIRECT UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View on sourceFind a Tender

    Award notice and full record on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-0690fc

    Your fit

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    This went to CAPGEMINI UK PLC. Sonar reads NS&I's work like this against your business — who holds it, and whether you could compete or partner next time.

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    NS
    Buyer
    NS&I
    Sector
    IT & Software