IT Helpdesk and Support Service

This prior information notice serves as announcement of EBA´s market consultation. The EBA wants to obtain information from economic operators on the market for these services. Please request the questionnaire by email to tenders@eba.europa.eu. This market consultation will be open until 30/04/2025. The EBA needs a service of IT helpdesk, …

CPV: 72253000 Servicios de unidad de asistencia y de apoyo, 72253100 Servicios de unidad de asistencia
Lugar de ejecución:
IT Helpdesk and Support Service
Organismo adjudicador:
European Banking Authority
Número de premio:
EBA/2025/OP/0002-PIN

1. Buyer

1.1 Buyer

Official name : European Banking Authority
Legal type of the buyer : EU institution, body or agency
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : IT Helpdesk and Support Service
Description : This prior information notice serves as announcement of EBA´s market consultation. The EBA wants to obtain information from economic operators on the market for these services. Please request the questionnaire by email to tenders@eba.europa.eu . This market consultation will be open until 30/04/2025. 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 expectation, and 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, apps); ­ the management of domain accounts, network folders, mailboxes, distribution lists, etc.; ­ the use of desktop telecommunications tools and software (i.e. phone, email, WebEx, Teams); ­ the use of audiovisual and connectivity equipment in meeting rooms (i.e. screens, microphones, cameras, meeting room connections to MS Teams calls and meetings and to WebEx calls occasionally); ­ the VIP support provided for senior management and directors, available via MS Teams and phone. The service shall be provided by a team both off and on­site. There will be helpdesk service team members on site to manage requests related to physical hardware and peripherals, infrastructure, audio­video meeting rooms, etc.
Internal identifier : EBA/2025/OP/0002-PIN

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72253000 Helpdesk and support services

2.1.3 Value

Estimated value excluding VAT : 1 437 259 Euro

2.1.4 General information

Additional information : This prior information notice announces the intention of the contracting authority to publish a future call for tenders. No other information or documents are available at this stage. Interested economic operators are invited to subscribe at the link https://ec.europa.eu/info/funding-tenders/opportunities/portal/screen/opportunities/tender-details/0616b0ce-419f-40e5-bebe-cc22a338def5-PIN in order to get notified when the contract notice and all the procurement documents, including the tender specifications, are published.
Legal basis :
Regulation (EU, Euratom) 2018/1046

3. Part

3.1 Part technical ID : PAR-0001

Title : IT Helpdesk and Support Service
Description : This prior information notice serves as announcement of EBA´s market consultation. The EBA wants to obtain information from economic operators on the market for these services. Please request the questionnaire by email to tenders@eba.europa.eu . This market consultation will be open until 30/04/2025. 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 expectation, and 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, apps); ­ the management of domain accounts, network folders, mailboxes, distribution lists, etc.; ­ the use of desktop telecommunications tools and software (i.e. phone, email, WebEx, Teams); ­ the use of audiovisual and connectivity equipment in meeting rooms (i.e. screens, microphones, cameras, meeting room connections to MS Teams calls and meetings and to WebEx calls occasionally); ­ the VIP support provided for senior management and directors, available via MS Teams and phone. The service shall be provided by a team both off and on­site. There will be helpdesk service team members on site to manage requests related to physical hardware and peripherals, infrastructure, audio­video meeting rooms, etc.

3.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services

3.1.3 Duration

Duration : 48 Month

3.1.4 Value

Estimated value excluding VAT : 1 437 259 Euro

3.1.5 General information

The procurement is covered by the Government Procurement Agreement (GPA) : no

3.1.6 Procurement documents

3.1.8 Techniques

Framework agreement :
Framework agreement, without reopening of competition

3.1.9 Further information, mediation and review

Review organisation : Court of Justice of the European Union -

8. Organisations

8.1 ORG-0001

Official name : European Banking Authority
Registration number : EBA
Department : DIR - Direction
Postal address : Tour Europlaza, 20 avenue André Prothin, CS 30154 Paris La Défense CEDEX
Town : Paris
Postcode : F-92927
Country subdivision (NUTS) : Paris ( FR101 )
Country : France
Telephone : +33 1 86 52 70 00
Internet address : https://www.eba.europa.eu/
Roles of this organisation :
Buyer

8.1 ORG-0002

Official name : Court of Justice of the European Union
Registration number : CURIA
Postal address : Rue du Fort Niedergrünewald
Town : Luxembourg
Postcode : L-2925
Country subdivision (NUTS) : Luxembourg ( LU000 )
Country : Luxembourg
Telephone : +352 4303-1
Internet address : http://curia.europa.eu
Roles of this organisation :
Review organisation

8.1 ORG-0003

Official name : European Commission
Registration number : EUCOM
Postal address : Mondrian (CDMA), Rue du Champ de Mars 21
Town : Brussels
Postcode : B-1050
Country subdivision (NUTS) : Arr. de Bruxelles-Capitale/Arr. Brussel-Hoofdstad ( BE100 )
Country : Belgium
Telephone : +32 2 299 11 11
Roles of this organisation :
TED eSender
Notice information
Notice identifier/version : 5680577f-73b8-4782-8797-0571d0e144ce - 01
Form type : Planning
Notice type : Prior information notice or a periodic indicative notice used only for information
Notice dispatch date : 31/03/2025 12:09 +02:00
Languages in which this notice is officially available : English
Notice publication number : 00206530-2025
OJ S issue number : 64/2025
Publication date : 01/04/2025
Estimated date of publication of a contract notice within this procedure : 15/05/2025