IT Service Desk Support

Location: Mons, BE

Duties & Role:

Under the direction/guidance of the Centralized Service Desk Section head, the IT Service Desk Technician will execute the following services:

1. Perform end-user support by providing timely and accurate IT Service Desk services such as incident management. Problem escalation, remote assistance training and end-user guidance on NU, NR and NS network
2. Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second-line support in case of performance degradation or downtime
3. Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period
4. Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications
5. Perform On-Call level 1 service support either remotely or on site. Performs other duties as may be required.

The above services will be provided in multiple sprints and the position includes nights and week end shifts.

The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.

Each sprint is for a duration of 1 week.

Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:

1. Sprint Planning:

• Objective: Plan the objectives for the upcoming sprint
• Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor`s manpower to meet the agreed deliverables.
• Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.
• Agree on the required level of effort for the various sprint tasks.
• Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.
• Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment.

2. Sprint Execution
   • Objective: Contractor to execute the agreed “sprint plans” with continuous monitoring and adjustments.
   • Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office, or in person via electronic means using Conference Call capabilities, according to the NCI Agency staff instructions.
   • Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.
   • Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.
   • Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.
   • Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.
3. Sprint Review
   • Objective: Review the sprint performance and identify areas for improvement.
   • At the end of each sprint, there will be a meeting between the NCI Agency and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).
   • Define specific actions to address issues and enhance the next sprint.
4. Sprint Payment

• For each sprint to be considered as complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective sprint review meeting and then in writing within three days after the sprint’s end date. A report must be sent by email to the NCI Agency manager, highlighting all work performed against the agreed tasking list set for the sprint.
• The contractor’s payment for each sprint will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.
• The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery
• Acceptance Sheet (DAS) o Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) signed by the Contractor and project authority.
• If the contractor fails to meet the agreed Acceptance criteria for any task, the NCI Agency reserves the right to withhold payment for that task/sprint.

Each sprint has a duration of one week. The content and scope of each sprint will be agreed during the sprint planning meetings as covered in this section.

Skill, Knowledge & Experience:

This service requires the following qualifications:

1) Technical Proficiency:

1. Minimum 1 year experience in Service Desk Operations within the last 2 years.
2. Experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, MS Project and web browsers (MS Edge, Firefox ,…) .
3. Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment. Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).
4. Usage of ITSM tools such as BMC Remedy/JIRA.
5. Experience in performing user administration in MS Active Directory and Exchange

2) Problem-Solving Skills:

1. Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
2. Ability to guide users through problem-solving steps effectively.

3) Communication and Interpersonal Skills:

1. Excellent verbal and written communication skills.
2. Full proficiency in English.
3. Ability to communicate technical information to non-technical users in a clear and concise manner.
4. Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.

4) Customer Service Orientation:

1. Strong customer service focus with a commitment to user satisfaction.
2. Patience and empathy when dealing with user issues and concerns.

5) Organizational Skills:

1. Knowledge of and experience in NATO environment.
2. Ability to manage multiple support tickets and prioritize tasks effectively.
3. Attention to detail in documenting support activities and maintaining accurate records.

6) Team Collaboration:

1. Ability to work effectively as part of a team and share knowledge and resources.
2. Willingness to collaborate with colleagues to solve complex issues.

7) Others:

1. The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
2. The candidate must have the nationality of one of the NATO nations.
3. The candidate must possess a NATO Secret Security Clearance or national equivalent that can be transferred to a NATO Secret Security Clearance.