19 March 2026

Negotiated procedure for a middle value contract - IT helpdesk services

Open

D-SE-26-T01
Negotiated procedure
The European Union Agency for Fundamental Rights (FRA or the Agency) aims to strengthen its IT capacity by awarding a middle value contract for the provision of first level IT support and assistance to FRA’s users, as well as other support to the Agency’s Digital Services and Facilities sector, within the Administration Unit. The services shall be provided for a period of 12 months from the date of contract signature.

Open until :

02 April 2026 18:00
Publication date
19 March 2026

The requested IT Helpdesk Services will be provided mostly on-site at the Agency’s headquarters (currently at Schwarzenbergplatz 11, Vienna 1040, AT), with some off-site assistance expected in support of external events FRA organises/ participates in, and its 2 persons remote office in Brussels (BE). FRA is expected to relocate to Rennweg 12, Vienna 1030 by June 2026. The agency houses approximately 140 staff.

Services will be delivered in active and standby mode, via an internal ticketing system, with some overtime expected during peak working season (i.e. September – December) or when responding to incidents. A non-exhaustive list of tasks includes:

  • providing first-level support to FRA users on all IT aspects;
  • troubleshooting and management of peripheral devices;
  • problem escalation;
  • setting up user IT environment;
  • user initiation to IT infrastructure and software;
  • monitoring of ICT infrastructure tasks;
  • conference support tasks.

IT Helpdesk services shall be supplied daily, Monday through Friday, from 08:30AM to 17:30PM (including an hour lunch break, usually between 13:00-14:00) by active function personnel. Additionally, the provider will be expected to support the ‘Standby’ function.

Selection criteria – technical and professional capacity

Candidates are required to have the following minimum technical and professional capacity necessary to perform the contract:

  • Be enrolled in the relevant professional register;
  • Have provided similar services in the past three years in execution of at least 2 contracts in the field of IT Helpdesk services by the deadline of submission of offers, with the combined minimum total value of 250.000 Euro;
  • Have adequate quality assurance procedures in place, such as ISO 9001:2000, ITIL or equivalent, in order to be able to provide the services as requested under the contract;
  • Have at its disposal a qualified team of professionals able to perform the tasks under the contract. Candidates must propose the CVs of at least two professionals meeting the minimum qualifications below to perform the services under the contract:
One Account Manager 
  • Minimum 4 years of experience in IT as Project or Account manager in organisations of similar or bigger size as FRA or projects of similar scope.
  • Good communication skills (spoken and written) in English. Required Level B2 of the Common European Framework of Reference for Languages.
One IT Helpdesk Technician 
  • Minimum 3 years of experience as an IT Technician or Support Engineer in a similar infrastructure, out of which minimum 2 years’ experience as IT Helpdesk Technician with:
    • Operating System Windows 11 or higher desktop environment
    • Office M365
    • Software deployment and imaging deployment
    • Antivirus programs and support
    • Troubleshooting of printers and other peripherals
    • Basic networking (TCP-IP) knowledge and skills
    • Basic structural cabling infrastructure
  • Possess a valid ITIL Certification (minimum Foundation level)
  • Experience of 1 year in environments with more than 50 users.
  • Good communication skills (spoken and written) in English. Required Level B2 of the Common European Framework of Reference for Languages.

Participation

No documents proving the fulfilment of these criteria are requested at this stage. 

Participation in this negotiated procedure for a middle value contract is open to natural and legal persons falling within the scope of the EU Treaties (this includes all economic operators established in the European Union) and to all natural and legal persons established in a third country which has a special agreement with the Union in the field of public procurement based on the conditions laid down in that agreement.

FRA is not part of the Agreement on Government Procurement (GPA) concluded within the World Trade Organisation. Therefore, the procurement procedure is not open to candidates from GPA countries.

If you would like to participate in this negotiated procedure, please register your interest by email to procurement@fra.europa.eu, including your contact details (name, organisation, address, country, and e-mail) by 02/04/2026 (18:00 CET).

An expression of interest shall not convey any legal right or create a legitimate expectation of being invited to the negotiated procedure.