Department of Health seeking managed IT service desk provider

The Department of Health, Disability and Ageing (the Department) is seeking to engage a service provider (ITSD Partner) to deliver managed IT service desk (ITSD) services within a complex multi-vendor ICT environment.

The ITSD Partner will be responsible for the provision of Level 1 support services, acting as the first point of contact for IT-related incidents and service requests.

The services will be delivered in alignment with the Department’s Service Integration and Management (SIAM) model and will support a multi-channel communication approach including phone, email, web chat, and self-service portals.

The ITSD Partner will be expected to provide a scalable, End User-centric ITSD that delivers services aligned with ITIL best practices and the Department’s service management framework.

The partner will also be required to use the Department’s enterprise Service Management Tool, ServiceNow, as the primary platform for managing Incidents, Service Requests, and related ITSD functions, as well as operate and maintain a Contact Centre as a Service (CCaaS) platform that integrates with the Department’s ServiceNow environment.

The Department’s current ITSD services are delivered under a whole-of-ICT outsourcing arrangement, primarily through a contract with the incumbent service provider, Datacom Systems Australia.

This arrangement encompasses a broad range of ICT services, including computing, storage, networks, End User devices, application support, service management, and the IT Service Desk.

The ITSD currently supports an average of approximately 12,716 contacts per month for the period August 2024 to July 2025 across multiple support channels. In addition, the ITSD logs an average of 9,552 incidents and service requests per month via the Department’s service management platform (Cherwell).

The tender closes on 10 November 2025 at 2:00 pm (ACT Local Time).

Last month, the Department released a tender to engage a cyber security partner.