Appointment of a suitable and experienced service provider to ensure the continued licensing, support, and maintenance of existing ICT Helpdesk System from the date of appointment until 31 March 2030Closed

Overview

Procurement of a service provider to ensure continued licensing, support, and maintenance of SASSETA’s ICT Helpdesk System until 31 March 2030. Ideal bidders are experienced IT service providers with a ManageEngine ServiceDesk Plus licensing/asset-management capability, Microsoft Active Directory integration, MFA and RBAC capabilities, and a track record in Helpdesk/Asset Management deployments (as evidenced by references and CVs). Mandatory partnership with ManageEngine (partner or distributor) is required.

Requirements

• License renewal and compliance for ManageEngine ServiceDesk Plus, including assets, administrators, and end-user licences; provide annual utilization reports and 80% utilisation alerts.
• Ongoing software and Helpdesk support and maintenance with defined SLAs and single point of contact.
• Updates, patches, and patch management with controlled upgrades.
• Asset management support including integration with incident management; minimum 1,000 assets; scalable capacity.
• Deliverables: minimum 5 admin licenses; at least 25 concurrent end users; unlimited end-user accounts; full licensing details and model; transition plan.
• System features: AD integration, MFA, RBAC, audit logs, encryption in transit, SOP configuration, automated notifications, reporting dashboards.
• Support, training, manuals, 99.5% uptime, backups, DR, quarterly health checks, and 48-hour maintenance notices.
• Licences delivery within 31 days of appointment; transition/exit provisions; post-contract knowledge transfer.
• Mandatory documents: ManageEngine partnership letter (or distributor), CVs (Annexures B/C), SBD forms (1, 3.3, 4, 6.1), CSD registration, GCC initialing. (See RFP Records ICT Helpdesk.pdf..pdf for specifics.)

How to Apply

• Closing date/time: 12 August 2026 at 11:00; proposals submitted electronically via desk@sasseta.org.za (RFP Records ICT Helpdesk.pdf..pdf).
• Questions: scm02@sasseta.org.za, by 12:00 on 03 August 2026.
• Submissions must include: SBD forms (1, 3.3, 4, 6.1), completed CVs (Annexure B/C), CSD registration, GCC pages initialled (Annexure A), Transition Plan (14 days), and at least three client reference letters.
• Clarifications: there is no compulsory briefing session (RFP Records ICT Helpdesk.pdf..pdf). Travel/expenses governed by SASSETA travel policy (see pricing schedule).
• Documents to obtain: GCC (Annexure A) and pricing (SBD 3.3) are part of the bid pack (Annexes attached in the PDFs).