The GRDC is seeking a partner to complement the transformation of the GRDC’s IT Help Desk to a true user centered knowledge driven Service Desk.

The service desk is a single point of contact for all GRDC staff, and end-users of external systems. The GRDC is looking to mature and transform the way that services are delivered to customers. The GRDC service desk is embarking a transformation of its service offering and the existing processes, will be enhanced and expanded as a platform for both IT and non-IT service management. GRDC wants to partner with a provider who can develop an understanding of overall business needs as opposed to focusing on problem resolution, with the overall goal of improving IT processes that will improve business efficiency.

The successful service provider must be able to demonstrate the ability to manage requests from across all GRDC sites, including providing consistent, high-quality services for managing all physical assets and interacting with end-users at all locations for the resolution of more complex issues.

GRDC is seeking a strategic partner to work closely with, ensuring support for GRDC’s longer-term vision, whilst maintaining a reliable and consistent user support experience that is backed by a mature, customer focused, Service Desk. The following section outlines the core deliverables that GRDC are seeking to include as in-scope.

Estimated start date: Saturday, 01 June 2024

Initial contract duration: 12 Months

Extension term: 12 months

Number of extensions: 1

Location of work: ACT