IT Service Desk Technician

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID - 2024-0129

 Role Background

IT Service Kiosk serves as dedicated point of contact for users to receive and handover their IT equipment, receive hands-on technical assistance, troubleshoot hardware and software issues, and ensure the smooth operation of the client IT systems. The goal is to improve user satisfaction, reduce support response times, and enhance overall IT service delivery towards the end users. During performance of the contract, the Contractor will act as part of the Purchaser’s IT support organization fulfilling on-site IT support function.

 Role Duties and Responsibilities

• Circa 500 users, using ca. 700 Windows laptops, workstations and thin clients and ca. 100 iOS/iPadOS based smartphones and tablets.
• Managed Windows laptops and workstations – including operating system, basic productivity software (Microsoft Office, Adobe Reader), network Wi-Fi connectivity and remote connectivity software (VPN and identity middleware).
• Client-facing print/scan/copy issues.
• iOS-based smartphones and iPadOS-based tablets with limited number of line of business applications.

Deliverables

Incident Management

• Logging, updating and tracking IT issues reported by users in the Purchaser’s IT Service Management (ITSM) ticketing system.
• Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser’s toolsets and IT systems.
• Providing resolutions or escalating issues to higher level of support if necessary. Note: While troubleshooting to identify faults in hardware, hardware repairs and upgrades are explicitly out of scope of the IT Service Kiosk services.

Service Request Management

• Processing requests for new hardware (e.g. laptops, smartphones, monitors, peripherals, encrypted USB keys, etc.) and software.
• Processing requests for replacement of hardware (e.g. laptops, smartphones, monitors, peripherals, encrypted USB keys, etc.).

Technical Support And Assistance

• Providing on-the-spot assistance with IT-related queries and issues.
• Assisting with setup and configuration of personal devices (e.g. laptops, smartphones).
• Image the laptops and workstations with baselines provided by the Purchaser.
• Reset to factory default smartphones and tablets.

Asset Management

• Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals.
• Managing inventory and ensuring assets are properly tracked and recorded in the Purchaser’s asset management system.
• Ensuring the local inventory is sufficient to respond to incidents immediately.
• Taking accountability for assets in inventory and follow the Purchaser’s procedures regarding asset hand over and disposal.
• Transporting IT assets between the IT Service Kiosk and the Purchaser’s warehouse located in SHAPE Campus, Mons, Belgium.
• Moving IT assets between the IT Service Kiosk location and the on-site storage facility located in the same building.

User Education And Training

• Providing on the spot training and education to users on how to use the hardware and software effectively, adhere to IT policies, and mitigate security risks.

Network Connectivity And Assistance

• Assisting with connecting to corporate networks, Wi-Fi and VPNs.
• Troubleshooting network connectivity issues.
• Providing credentials to visitors for access to a guest Wi-Fi network.

Feedback And Improvement

• Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common issues.
• Gathering user feedback on the provided IT services.
• Analyzing the feedback to identify areas for improvement.
• Implementing changes to enhance the user experience.

 Essential Skills and Experience

• They shall manage and be responsible for all IT Service Kiosk personnel.
• The personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
• The personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
• The shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
• They shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
• They will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
• They shall handle the Purchaser’s furnished equipment (PFE) with due care.
• They shall install and operate the equipment following the manufacturer’s requirements.
• They shall minimize the impact to the end users during the execution of the work.
• They shall bring immediately to the attention of the Purchaser Point of Contact on-site any issues preventing the execution of the work.
• The personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and Service IT Operations Lead.
• The personnel shall participate in the asset management process and perform the necessary asset accounting and recording activities in the asset inventory system following the Purchaser site-specific procedures.
• They shall maintain a minimum level of spare equipment and peripherals at the Kiosk to be able to respond quickly to support requests. The exact quantities will be agreed with the Purchaser on on-going basis.
• They shall transport equipment between the Purchaser’s warehouse located in Mons, Belgium and the IT Service Kiosk. The Purchaser estimates that yearly, approximately 150 laptops, 100 monitors, 30 workstations, 100 smartphones and 30 tablets have been transported between the Purchaser's premises in Braine L'Alleud and the Warehouse facility in SHAPE, Mons, Belgium.
• They personnel shall follow local procedures to obtain physical unescorted access to the IT Service Kiosk and logical access to the networks in scope.
• They shall take into account that the on-site storage capacity provided by the Purchaser is limited.
• The IT Service Kiosk shall be integrated into the Purchaser support structure providing Level 2 touch-labor support and execute the respective roles and responsibilities from the Incident Management, Request Fulfilment and Change Management processes as defined in IT Infrastructure Library (ITIL).
• The personnel shall liaise with other Purchasers’ support teams as necessary.
• The personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures.

Working Location

• Braine l’Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance