2025-0092 IT Service Desk Support (NS) - MON 31 Mar

Deadline Date: Monday 31 March 2025

Requirement: IT Service Desk Support

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: starting date 30 June 2025 – 31st December 2025 with possibility to exercise the following options:

2026 Option: 1st January 2026 until 31st December 2026

2027 Option: 1st January 2027 until 31st December 2027

Required Security Clearance: NATO SECRET

1 INTRODUCTION

NCIA – CSU BRU

Within the Agency CIS Support Unit (CSU) Brussels provides consistent, reliable and cost-effective ICT service delivery to all NATO customers located in the NATO compound in Brussels, including understanding and managing the interface with the Secretary General and Deputy Director General International Military Staff (DG IMS), through his/her delegated representatives ICTM/EXCO IMS, who act in the role of Intelligent Customer.

The primary responsibility of Service Centre is to provide L1 ICT support to all NATO HQ users, consisting of both civilians and military staff, national representations and internal NATO organisations and agencies. The Service Desk (a team within the Service Centre) is the single point of contact for all IT related issues at NATO HQ in Brussels, Belgium.

2 OBJECTIVES

The main objectives of this statement of work can be summarized as follows:

In the context of Incident Management and Request Fulfilment, the contractor will assist the Service Desk team providing L1 ICT support to users via the available communications channels:

• User support via telephone

• User support via IT Service Management (Ticketing) systems

• User support via walk-in IT Kiosk

• User support via e-mail

• Any other user interaction

The contractor will also provide an active contribution to other Service Desk functions such as:

• Knowledge Management

• IT Asset Management

• Continual Service Improvement

3 SCOPE OF WORK

Under the direction and guidance of the Head, Service Centre, the services provided will be supporting the following activities:

a) Handling of incoming calls via the IT Service Desk telephone support line and follow-up actions;

b) Handling of incoming tickets in the IT Service Desk queues in ticketing systems;

c) Handling of incoming users at the walk-in IT Service Desk Kiosk;

d) Handling of incoming e-mails towards the IT Service Desk mailboxes;

e) Managing and keeping asset management records and systems up to date throughout their lifecycle;

f) Creating, updating and managing information records and keeping Information Knowledge systems up to date;

g) Providing input and contribution towards the Continual Service Improvement process

The measurement of execution for this service is sprints, with each sprint planned for a duration of 1 week.

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

It is expected that ONE resource is providing the above services.

The contractor will provide the service on-site with a possibility of 1 day teleworking per week from Belgium. The contractor will provide services during NATO HQ working hours.

4 DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from this statement of work:

1. Complete the activities/tasks agreed in each spring meeting as per sections 2 and 3 above;

2. Produce sprint completion reports (format: e-mail update), which include details of activities performed and the list of the deliverables of the week.

Payment Schedule will be according to payment milestones upon completion of 4 consecutive sprints.

Upon completion and validation of each sprint and at the end of the monthly milestone, following the acceptance of the sprint report.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) – (Annex A)

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and the NCIA POC.

The following deliverables are expected from the service on this statement of work:

2025 BASE: 30 June 2025 to 31 December 2025:

Deliverable: 26 sprints of Provision of IT Service Desk Support (Number of sprints is estimated. This will be adjusted based on actual starting date.)

Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor

Subject on actual requirements, contractor performance and available funding, the Purchaser reserves the right to

exercise optional sprints for 2025, at a later time, within the same scope and cost.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B).

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority

2026 OPTION: 01 January 2026 to 31 December 2026:

Deliverable: 46 sprints of Provision of IT Service Desk Support

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor

2027 OPTION: 01 January 2027 to 31 December 2027:

Deliverable: 46 sprints of Provision of IT Service Desk Support

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the service. Completion of each milestone shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor

5 COORDINATION AND REPORTING

The Contractor shall deliver services 100% on site at NCI Agency, Brussels Belgium.

At the NCI Agency or other NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance.

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 Leaders instructions.

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her service during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.

6 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

It is expected the service starts on 30 th June 2025 and ending no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01 st January 2026 to 31 st December 2026.

If the 2027 option 1 is exercised, the period of performance is 01 st January 2027 to 31 st December 2027.

7 CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.

All support, maintenance, documentation and required code will be stored under configuration management and/or in the provided NCI Agency tools.

All developed solutions, tools and code under this project will be property of the NCI Agency.

8 SECURITY

The performance of these services require 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.

9 PRACTICAL ARRANGEMENTS

This is a deliverables-based contract.

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.

NCIA will provide access to relevant networks and resources as required by the project.

The work depicted in this SOW is expected to be carried by a single contractor.

Contractor will be part of the NCIA NHQ Service Desk team.

10 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 in accordance to the provisions of the AAS+ Framework Contract.

11 QUALIFICATIONS

[See Requirements]

8 SECURITY

• The performance of these services require a valid NATO SECRET security clearance.

11 QUALIFICATIONS

The consultancy support for this service requires an IT Service Desk Support contractor with the following qualifications:

1) Essential qualifications:

• Relevant IT Service Desk experience in enterprise environments;
• Knowledge of and experience in the installation, maintenance and troubleshooting of Windows OS, MS Office and common desktop applications;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience in performing user administration in MS Active Directory and Exchange;
• Experience of Outlook configuration and troubleshooting in an MS exchange environment;
• Relevant previous experience of using IT Service Management systems (ex: BMC Remedy);
• Relevant previous experience of working under ITIL framework;
• A thorough knowledge of English, both written and spoken;

2) Desirable qualifications:

• A good working level of French (spoken);
• ITIL v4 certification;
• Service Desk Analyst certification;
• Relevant previous experience with Mobile Device Management (MDM) solutions;