2. COORDINATION AND REPORTING
SCOPE OF WORK: Under the direction and guidance of the Head, Service Centre, the services provided will be supporting the following activities:
1. Handling of incoming calls via the IT Service Desk telephone support line and follow-up actions;
2. Handling of incoming tickets in the IT Service Desk queues in ticketing systems;
3. Handling of incoming users at the walk-in IT Service Desk Kiosk;
4. Handling of incoming e-mails towards the IT Service Desk mailboxes;
5. Managing and keeping asset management records and systems up to date throughout their lifecycle;
6. Creating, updating and managing information records and keeping Information Knowledge systems up to date;
7. Providing input and contribution towards the Continual Service Improvement process.
The Contractor shall deliver services 100% on-site at NCI Agency, Brussels, Belgium. The contractor shall report to the Head of Service Desk. The contractor shall participate in weekly status update meetings, activity planning, and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Team Leader's instructions.
Desirable Qualifications
1. SECURITY: The performance of these services requires a valid NATO SECRET security clearance. The expected classification level of the deliverables is up to NATO SECRET. The execution of the services may require the consultants to access information, as well as CIS systems, classified up to NATO SECRET.
2. PRACTICAL ARRANGEMENTS: The contractor will be required to provide the service 100% on-site at NCIA, NATO Headquarters - Brussels - Belgium. Exceptional off-site activities to support service delivery can also be arranged with the line manager’s coordination and approval. The contractor will provide the service on-site and there is a possibility to work 1 day per week teleworking from Belgium, providing services during NATO HQ working hours. The services will be provided during normal office hours following the NCIA Brussels calendar.
3. TRAVEL: There may be requirements to travel to other sites within NATO for completing these tasks. Travel costs are out of scope and will be borne by the NCI Agency separately.
4. QUALIFICATIONS: The consultancy support for this service requires an IT Service Desk Support contractor with the following qualifications:
5. Essential qualifications:
6. Relevant IT Service Desk experience in enterprise environments;
7. Knowledge of and experience in the installation, maintenance, and troubleshooting of Windows OS, MS Office, and common desktop applications;
8. Experience in the installation and maintenance of mobile computing solutions (e.g., VPN access, Notebooks, Remote Access, and WLAN);
9. Experience in performing user administration in MS Active Directory and Exchange;
10. Experience of Outlook configuration and troubleshooting in an MS Exchange environment;
11. Relevant previous experience of using IT Service Management systems (ex: BMC Remedy);
12. Relevant previous experience of working under ITIL framework;
13. A thorough knowledge of English, both written and spoken;
14. A good working level of French (spoken);
15. ITIL v4 certification;
16. Service Desk Analyst certification;
17. Relevant previous experience with Mobile Device Management (MDM) solutions.
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