IT3507C- CFT for the Provision of a Customer Support Software and Ticketing System for the Education Shared Business Services (ESBS)

Education Shared Business Services ESBS is now seeking proposals from qualified tenderers for the supply, installation, configuration, and support of a Customer Support Software and Ticketing System. ESBS currently has five business units Higher Education Payroll Shared Services, ETB Apprentices and Learners, ETB Payroll, ETB Finance, ETB Data and Reporting Each Business unit operates independently and has unique workflows, processes, and support structures.

Therefore, it is essential that the chosen software provides individual, configurable instances for each business unit, allowing for tailored configurations without compromising the consistency or integrity of the underlying platform. The system will be a single helpdesk software platform that can be deployed across all Five business units.

This approach ensures operational flexibility for each business unit while maintaining platform consistency and leveraging shared IT resources efficiently in ESBS.