About this job

Sapienza Consulting is recruiting an IT Service Desk O&M support to join NATO – NCIA in Brussels, Belgium.

Responsibilities

1. PURPOSE

This statement of work (SoW) the describes services to be contracted in support of daily O&M activities at NCIA CSU Brussels Service Desk, located at NATO HQ (NHQ) in Brussels.

2. BACKGROUND

The primary mission of NCIA CSU Brussels Service Desk is to provide IT support to approximately 5000 NHQ users, consisting of both civilians and military staff in national representations, NATO organisations and agencies. The Service Desk is the single point of contact for all IT related issues at NHQ.

3. TASK CONTEXT

Considering the required scope of work and profile(s), the requestor estimates that the contract cost will cover at least 100 man-days of Service Desk support agent role.

The main responsibility of the Service Desk support agent is to provide Level 1 (L1) ICT support to users via available communication channels: telephone, IT service management systems, email and walk-in kiosk.

The Service Desk agent is responsible for incident intake, performing the initial L1 troubleshooting, and the appropriate action in order to resolve the user’s issue as quickly as possible. This action can be solving the issue (first-time resolution) or escalating the issue to a higher support tier in the organisation.

The Service Desk provides support from Mon-Fri during business hours, in overlapping shifts. More exactly, the Service Desk operates from 08:00-17:00 Mon-Thu, and 08:00-15:30 on Fridays.

The services are provided exclusively on-site at NATO HQ in Brussels, except otherwise decided by the organisation.

The contractor will report to the Service Desk Section Head for both operational and administrative aspects.

5. PERIOD OF PERFORMANCE

The period of performance must be maximum 100 man days from the start of the contract (it is expected the initial work starts in September 2022) and ending not later than 16 December 2022 with 1 one year option: 01 January 2023 ‐ 31 December 2023.

6. DELIVERABLES

The Service Desk agent must ensure all user support interactions are logged in the appropriate IT service management system by using the appropriate ticket request in BMC Remedy toolset.

6.1. The contractor must deliver a minimum of 100 tickets per calendar month.

Profile

• The candidate must have a currently active NATO SECRET security clearance.

The candidate(s) must have demonstrable skills, knowledge and experience in the following areas:

• Mandatory relevant Service Desk L1 level support experience
• Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
• Extensive support knowledge of Microsoft Office suite and OS
• Knowledge of IT service management tools (BMC Remedy)
• Extensive knowledge of VPN software and VPN troubleshooting
• Minimal Mobile Device Management (MDM) experience required

The candidate(s) must have the following competencies or personal attributes:

• Language Skills – NATO HQ official languages are English and French. Required is:

• • A thorough knowledge of one of the two NATO HQ official languages, both written and spoken
  • A good working knowledge (spoken) of the other NATO official language

• Relating and Networking – Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
• Delivering Results and Meeting Customer Expectations – Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
• Adapting and Responding to Change – Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
• Communication Skills – Good diplomacy and tact