BICES-0004 Service Desk Operator (CTS) - THU 15 Oct

Total Scope of the request (hours): 1672

Period of Performance: 2027 BASE period: 4th January 2027 until 31st December 2027

2028 OPTION period: Possibility to exercise this option from 1st January 2028 until 31st December 2028.

Required Security Clearance: NATO COSMIC TOP SECRET

Special Terms and Conditions: The contractor will be responsible for complying with the respective national requirements for working permits, visas, taxes, social security etc. whilst working on site at NATO HQ Brussels, Belgium. No special status is either conferred or implied by the host organisation, NATO HQ Brussels, Belgium to the contractor whilst working on site.

• INTRODUCTION

The BICES (Battlefield Information Collection and Exploitation Systems) is an association of independent elements to enable the sharing and exchange of timely intelligence-related information between all NATO member nations, associated partner nations and the NATO organization. BICES capabilities are intended for national, NATO or coalition use, during peace, crisis and war, supporting decision-makers, deployed force commanders and tactical users.

The BICES Group Executive (BGX) works as a facilitator maintaining the core network and coordinating the community-wide provision of capabilities and services operated at national/organisational level. BICES offers a number of services to support BICES users using mainly commercial off-the-shelf (COTS), open source but also an in-house developed software.

Within BGX, the BICES Support Unit (BSU) is responsible for managing the BICES services across the BICES NATO HQ Element that includes the following CIS functional areas by providing daily operational support: BGX Service Desk, Networking/Communications, Secure Voice & Video telecommunications platforms and Systems/Applications services, SharePoint, Call Manager support. Additionally, the BSU provides general maintenance functions, and quality assurance, and manages customer feedback.

The BSU provides support related to IT Incidents, problems and service requests to the BICES NATO HQ Element users. The purpose of this Statement of Work (SOW) is to engage external contractor to staff the BSU.

• JOB DESCRIPTION

Under the supervision of the BSU Chief, the incumbent’s primary role as a Service Desk Operator is to provide first contact support, log calls, mails and ensure incidents and/or service requests are resolved or escalated in accordance with established procedures via the ticketing system.

Additionally, s/he is to provide support for technical troubleshooting and provide operational support in the area of secure Voice, Video, and Video Teleconferencing (VTC) over IP (V3oIP) related services and associated components. S/He is responsible for the day-to-day incident and operational monitoring activities associated with secure V3oIP services, secure communication and system management.

The incumbent may be required to undertake operational deployments and/or travel duty assignments both within and beyond NATO's boundaries. The work is performed in a typical Secure Facility environment where slightly undesirable conditions may apply. The risk of injury is categorized as: Light Risk of Injury.

The incumbent may be should maintain contacts with peer Service Desks from BICES NATO HQ Element and BICES Nations, as required. S/He interacts with counterparts locally, at ACO and SACT, NAMSA, NCIA and Component Commands. Additionally, the incumbent may be required to liaise with commercial organizations for the purpose of service enhancement or maintenance. S/He provide guidance primarily to BICES NATO HQ Element users to BGX and the BICES Community personnel as needed.

The incumbent’s primary role

• Assist in the development, validation and usage of the Standard Operating Procedures (SOP) and troubleshooting guides for incidents and requests, ensuring accuracy and standardization of implemented procedures;
• Manage and follow the proper procedures to have manuals and documentation in the Knowledge Bank up to date and available for all Service Desk Operators in BGX, and in the Federated Service Desk in order to have the same working procedures;
• Assist in implementing and improving the functionality of the dashboards of the monitoring system;
• Provide BGX End User Support for IT equipment implementation in all the offices;
• Assist the Configuration Management process, by updating the Configurations Management Database (CMDB) and providing data to be tracked and included into the CMDB, and participate in all auditing, accounting and verification processes;
• Support the periodic testing of Disaster Recovery/Business Continuity Plans, and report findings with recommendations on improvements for further developments;
• Provide training on the following areas: Ticketing system training;
• Have a flexible approach to working hours, with some early starts and later finishes.
• LOCATION OF DUTY

The location of duty is on-site at the NATO HQ offices in Brussels, Belgium.

• TIMELINES

The base period of performance is 4th January 2027 to 31st December. If the 2028 option is exercised, the period of performance is 1 January 2028 to 31 December 2028.

• TRAVEL

Occasional business travel may be required. Travel expenses will be reimbursed to the individual directly (in addition to the hourly rate) under NATO rules.

• SECURITY AND NON-DISCLOSURE AGREEMENT

The contractor must be in possession of a NATO COSMIC TOP SECRET security clearance.

A signed Non-Disclosure Agreement will be required as per Annex C.

Essential

• The incumbent must have at least 1 year of experience in a Service Desk environment:
• The incumbent must have at least 1 year of experience working with ITIL;
• The incumbent must have at least 1 year of experience using office tools (Outlook, Word, Excel, PowerPoint);
• The incumbent must have at least 1 year of experience working with classified materials;
• The incumbent must have at least 1 year of experience troubleshooting computers or other lT-equipment;
• The incumbent must have at least 1 year of experience assessing and solving technical issues in a troubleshooting environment and under time pressure constraints;
• The incumbent must have at least 1 year of experience using computers and software in Windows and Linux environments;
• The incumbent must have at least 1 year of experience working with SharePoint;
• The incumbent must have at least 1 year of experience using Voice/Video over lP technologies with trunking of voice and video end user devices and required protocols;
• The incumbent must have at least 1 year of experience performing customer service responsibilities.

Education/Training

• Secondary education, and formal Certificates in Microsoft and Linux systems;

The following will be considered an advantage

• Recent experience in Military Operations, with Coalition Operations experience highly desired;
• Expertise in Blade Server and SAN technologies;
• Professional experience as a Systems Administrator with knowledge of both Microsoft Windows and Linux platforms;
• Previous experience as Network Technician working in an lP based network utilizing cryptographic materials;
• Knowledge of LAN/WAN communications, router-based networks, and lnternet/intranet and web-based technology;
• Experience in working with WEB systems and services.

Flexibility Clause

The incumbent may be required to perform other related tasks as directed.

SECURITY AND NON-DISCLOSURE AGREEMENT

• The contractor must be in possession of a NATO COSMIC TOP SECRET security clearance.