# 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 2030

> This tender closed on 2026-08-21.

- **Reference:** RFP/SASSETA/26271104
- **Issuer:** [Safety and Security Sector Education and Training Authority (Sasseta)](https://za.bidwunder.com/tenders/issuer/safety-and-security-sector-education-and-training-authority-sasseta.md)
- **Region:** Gauteng
- **Type:** Request for proposal
- **Published:** 2026-07-21
- **Closing date:** 2026-08-21 13:00 SAST
- **Sectors:** [Professional, scientific, technical](https://za.bidwunder.com/tenders/sector/M.md)

## Summary

#### 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).

## Description

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 2030

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 2030

Conditions: N/A

## Documents

- Annexure A GCC.pdf..pdf
- RFP Records ICT Helpdesk.pdf..pdf

Documents download with a free BidWunder account.

## Published on

- [eTenders.gov.za](https://www.etenders.gov.za)

More open tenders: https://za.bidwunder.com/tenders.md

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> Source: https://za.bidwunder.com/tenders/appointment-of-a-suitable-and-experienced-service-provider-to-ensure-the-continu-288f2570