TenderCodes .eu

CPV 72253100

Helpdesk services

A helpdesk is the single point of contact where users log problems and questions and get them resolved: password resets, broken laptops, an application that will not open, a ticket that needs routing to the right team. Under CPV code 72253100, a contracting authority is buying that contact-and-resolution function as an outsourced service, usually staffed, ticketed, and run to agreed service levels.

It sits directly under Helpdesk and support services (72253000), one branch over from Systems support services (72253200). The line is who the service faces: a helpdesk faces the end user and triages their incidents, while systems support keeps the underlying systems and infrastructure healthy.

This is a substantial, recurring category. 135 awards carry the code (TED 2009-2026), and across the 108 with disclosed values the mean runs about €2.0M. Italy places the most by a wide margin, ahead of Germany and Spain. The values are inflated by multi-year, multi-seat managed-service deals: a national or city-wide service desk handling thousands of users for several years sits at the top end, while a single-site first-line desk sits far below it.

Search interest in the bare term is low (volume 100), which fits a category most contracting authorities reach through a parent framework or an IT-services bundle rather than by searching for it directly.

When to use this code

For buyers contracting authority

Pick 72253100 when the deliverable is a user-facing point of contact: a first-line or service desk that logs incidents, answers questions, and routes what it cannot resolve. The output you are paying for is responsiveness against service levels, not a piece of software and not a fixed system.

The boundary that trips contracting authorities is the sibling, Systems support services (72253200). If the contract is mainly about keeping servers, networks, and applications running behind the scenes, that is systems support; reserve 72253100 for the desk that the user actually calls or emails. Where a deal bundles both, set the primary CPV code by whichever function dominates the statement of work, and consider the parent (72253000) when neither clearly leads.

One more distinction worth getting right: a helpdesk that answers questions about a specific software product, as part of that product's support, often belongs under Software support services (72261000) instead. Use 72253100 for the general, cross-application desk.

For suppliers bidding

Winners under 72253100 are managed-service and IT-outsourcing firms that can field staffed shifts, an ITSM tool, and a measurable service-level record, not product specialists. If you bid, the case rests on staffing model, coverage hours, first-contact resolution rates, and a credible transition-in plan, far more than on headline day rate.

Here is the reality to price around: the disclosed values span a wide range, from sub-€100k single-site desks to multi-million managed deals (TED 2009-2026), so read the seat count and coverage window before you assume the size of the prize. The large awards are labour-heavy and incumbency-sticky, because a desk that already knows the user base and the escalation paths is hard to displace mid-contract.

Expect competition from two directions: systems-support firms bidding under 72253200 that bolt on a desk, and broad IT-services suppliers arriving from the parent. The defensible edge is operational: named service-desk leads, a clean handover from the outgoing supplier, and evidence you hit your SLAs on a comparable account beat a generic outsourcing pitch.

Industries and typical projects

Public sector IT IT staff augmentation System integration IT consulting

Commonly confused with

72253200
Systems support keeps the underlying systems and infrastructure healthy; the helpdesk faces the end user and triages their incidents.
72253000
The broader parent covering helpdesk and support together; choose 72253100 when the deliverable is specifically the user-facing contact desk.
72261000
Software support answers questions about a specific software product; 72253100 is the general, cross-application desk.

Example award titles

  • Service desk and ICT business support services
  • Helpdesk for users of electronic services and other products of the Publications Office of the European Union
  • Establishment of a Single Operator Framework Agreement for Provision of Helpdesk Ticketing Software
  • Latin America IP Helpdesk
  • ICT services related to corrective and evolutive maintenance of the STAR tracking system
  • IT Servicedesk-Leistungen für die Messe Berlin GmbH, CP1/4817 (DE)

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Hierarchy

Parent
72253000
Siblings
72253200
Documented June 2026 · AI-augmented body, human-reviewed before publication. Editorial policy.