1. Acheteur
1.1.
Acheteur
Nom officiel: European Banking Authority
Forme juridique de l’acheteur: Institution, organe ou agence de l’UE
Activité du pouvoir adjudicateur: Services d’administration générale
2. Procédure
2.1.
Procédure
Titre: 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.
Identifiant interne: EBA/2025/OP/0002-PIN
2.1.1.
Objet
Nature du marché: Services
Nomenclature principale (cpv): 72253000 Services d'aide aux utilisateurs et services d'assistance
2.1.3.
Valeur
Valeur estimée hors TVA: 1 437 259,00 EUR
2.1.4.
Informations générales
Base juridique:
Règlement (UE, Euratom) 2018/1046
3. Partie
3.1.
Identifiant technique de la pièce: PAR-0001
Titre: 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.
Objet
Nature du marché: Services
Nomenclature principale (cpv): 72253000 Services d'aide aux utilisateurs et services d'assistance
Nomenclature supplémentaire (cpv): 72253100 Services d'aide aux utilisateurs
3.1.3.
Durée
Durée: 48 Mois
3.1.4.
Valeur
Valeur estimée hors TVA: 1 437 259,00 EUR
3.1.6.
Documents de marché
Canal de communication ad hoc
Nom: Funding and Tenders Portal
3.1.8.
Techniques
Accord-cadre: Accord-cadre, sans remise en concurrence
3.1.9.
Informations complémentaires, médiation et réexamen
Organisation chargée des procédures de recours: Court of Justice of the European Union
8. Organisations
8.1.
ORG-0001
Nom officiel: European Banking Authority
Numéro d’enregistrement: EBA
Département: DIR - Direction
Adresse postale: Tour Europlaza, 20 avenue André Prothin, CS 30154 Paris La Défense CEDEX
Ville: Paris
Code postal: F-92927
Subdivision pays (NUTS): Paris (FR101)
Pays: France
Téléphone: +33 1 86 52 70 00
Rôles de cette organisation:
Acheteur
8.1.
ORG-0002
Nom officiel: Court of Justice of the European Union
Numéro d’enregistrement: CURIA
Adresse postale: Rue du Fort Niedergrünewald
Ville: Luxembourg
Code postal: L-2925
Subdivision pays (NUTS): Luxembourg (LU000)
Pays: Luxembourg
Téléphone: +352 4303-1
Rôles de cette organisation:
Organisation chargée des procédures de recours
8.1.
ORG-0003
Nom officiel: European Commission
Numéro d’enregistrement: EUCOM
Adresse postale: Mondrian (CDMA), Rue du Champ de Mars 21
Ville: Brussels
Code postal: B-1050
Subdivision pays (NUTS): Arr. de Bruxelles-Capitale/Arr. Brussel-Hoofdstad (BE100)
Pays: Belgique
Téléphone: +32 2 299 11 11
Rôles de cette organisation:
TED eSender
Identifiant/version de l’avis: 5680577f-73b8-4782-8797-0571d0e144ce - 01
Type de formulaire: Planification
Type d’avis: Avis de préinformation ou avis périodique indicatif utilisé uniquement à titre d’information
Sous-type d’avis: 4
Date d’envoi de l’avis: 31/03/2025 12:09:38 (UTC+2)
Langues dans lesquelles l’avis en question est officiellement disponible: anglais
Numéro de publication de l’avis: 206530-2025
Numéro de publication au JO S: 64/2025
Date de publication: 01/04/2025
Date prévue de publication d’un avis de marché dans le cadre de la procédure en question: 15/05/2025
