Provision of a fully managed services solution for ICT Service Desk services (first line ICT support services).
All Service Desk and Welcome Desk personnel must work on-site at Europol's Headquarters, Eisenhowerlaan 73, The Hague, Netherlands, five days a week during regular service hours Welcome Desk services must be provided on-site at all times (no remote option permitted) Service Desk outside regular working hours (19:00–07:00 on working days and 24/7 on weekends/Europol Holidays) must be provided on-site at all times Service Delivery Manager must be on-site full time during business hours (08:30–16:30) at Europol Premises Handover Training for all Contractor's Personnel must be conducted on-site at Europol's Premises (minimum two weeks per person) New replacement Personnel must be trained at Europol's Premises at the Contractor's own cost 'Call out' visits — Service Desk engineer goes directly to a user's desk at Europol Premises to resolve issues Part of the services may be permitted remotely (off-site, at the Contractor's Personnel location or another location approved by Europol) only upon prior authorisation of Europol and only in specific circumstances — this is not a default arrangement
Tenderers can be natural or legal persons. Tenderers are not obliged to take a specific legal form in order to submit their tenders. Where tenderers submit a tender through an entity which lacks legal personality (e.g., a branch), the compliance with the exclusion criteria, selection criteria, the rules on access to procurement as well as the absence of restrictive measures shall be assessed at the level of the tenderers. Tenderers must prove that they have the legal capacity to perform the contract and the regulatory capacity to pursue the professional activity necessary to carry out the work subject to this call for tenders.
Tenderers must comply with the following selection criteria in order to prove that they have the necessary economic and financial capacity to perform the contract.
Tenderers must comply with the following selection criteria in order to prove that they have the necessary economic and financial capacity to perform the contract.
The tenderer must prove experience in the field of customized First level ICT support services. With regard to technical and professional selection criteria, a tenderer may only rely on the capacities of other entities where the latter will perform the works or services for which these capacities are required. The entity on whose capacity the tenderer relies will either assume the role of a subcontractor or fall within the exceptions listed in Section 2.4.2.
Published 16 June 2026 · rebuilt nightly from the official notice.