2024-0111 Service Desk and Helpdesk Support (NS) - FRI 7 Jun

Deadline Date: Friday 7 June 2024

Requirement: Service Desk and Helpdesk Support (Level 1), Cloud Operations Team

Location: Norfolk, VA, US

Required Start Date: Tentative 1 July 2024

End Contract Date: 15 October 2024

Required Security Clearance: NATO SECRET

Note: For all Level-of-Effort and Completion-Type requests processed outside of the IWC Value Stream, and for which the contractor will not be reimbursed directly by OCIO for travel expenses, additional travel funding shall be allocated on a Not-to-exceed basis when the yearly Option is exercised.

1 INTRODUCTION

Based in Norfolk, Virginia, USA the NCI Agency is looking for Service Desk and Helpdesk Support (Level 1) in the journey to support NATO’s modernisation of IT services, leveraging the public cloud (Microsoft 365 and Intune), to deliver managed, protected and reliable End User Services.

Supreme Allied Commander Transformation (SACT) Norfolk:

SACT Norfolk is dedicated to transforming and modernizing NATO's military capabilities to address evolving security challenges. This command leads NATO's efforts in innovation, capability development, and strategic transformation, ensuring the alliance's operational readiness and effectiveness.

Joint Force Command (JFC) Norfolk:

JFC Norfolk is responsible for ensuring the security of the North Atlantic and coordinating joint military operations across the region. This command plays a crucial role in maintaining transatlantic security and readiness by planning and executing joint and combined operations to protect NATO's interests.

NCI Agency – Cloud Centre of Excellence (CCoE)

The NCI Agency is dedicated to providing advanced technological solutions and support to NATO and its member nations. Its mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-making. The agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologies.

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking Service Desk and Helpdesk Support (Level 1) as part of our Cloud Operations support team. The service will provide Level 1 support for end-user devices and Microsoft 365 services, including remote assistance, password resets, and troubleshooting M365 tools. The service requires delivering prompt technical support to ensure user satisfaction and operational efficiency, supporting an internal Service Desk Management environment.

The service includes support for end-user devices running Windows OS and Apple devices managed through Intune, troubleshooting hardware and software issues, and supporting Microsoft 365 services (Outlook, Teams, SharePoint Online, OneDrive for Business). The service will also include remote help tools for troubleshooting, handle password resets and intermediate Azure AD tasks, log and track incidents using the internal Service Desk Management environment, and escalate complex issues to Level 2 support. They will also contribute to knowledge base management and provide user guidance and training.

2 OBJECTIVES

NCI Agency continues to adopt cloud services leveraging scale and innovation benefits offered by public cloud service providers. This adoption requires knowledge, an open attitude and cultural change within the organization.

The objective of this statement of work is to establish a support and operating service for End User Services operating in the Public Cloud, with a focus on Microsoft 365 services.

We estimate that a team of min. 4 technicians is required to provide the services under the current SOW.

3 SCOPE OF WORK

The contractor will provide a service that satisfies the following SLA:

Aspect 01: In-person support HQ SACT building

Objective: A minimum of one individual is physically present in the HQ SACT environment that provides the service described in ANNEX I and possesses the qualifications described in ANNEX II

Target: 99.5% support availability during local working hours: Monday – Friday 07:00 – 18:00 • Excluding official NATO holidays

Measurement: Weekly report

Aspect 02: In-person support JFCNF building

Objective: A minimum of one individual is physically present in the JFCNF environment that provides the service described in ANNEX I and possesses the qualifications described in ANNEX II

Target: 99.5% support availability during local working hours:

Measurement: Weekly report

Aspect 03: In-person support during training and exercises

Objective: A minimum of one individual is physically present in the JFCNF or HQ SACT environment during exercises / operations that provides the service described in ANNEX I and possesses the qualifications described in ANNEX II

Target: 99.5% support availability during exercises: Aligned with the hours of the exercise (can also be 24/7), Maximum of 350 hours per year, Exercise hours will be communicated by HQ SACT 1 month in advance

Measurement: Monthly report

4 DELIVERABLES AND PAYMENT MILESTONES

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

Deliverable 01: 6 x One month of level one service support. (estimated under the assumption that start date is 01 Jul 2024)

Payment Milestones: at the end of each moth of service completed

Deliverable 02: 350 hrs* x Delivery of exercise level one service support hour (estimated under the assumption that start date is 01 Jul 2024)

Payment Milestones: After completion or the exercise.

5 SCHEDULE

This task order will be active immediately after signing of the contract by both parties and will end no later than 31 December 2024.

6 CONSTRAINTS

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

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

All the deliverables of this project will be considered NATO UNCLASSIFIED, while staff access to networks exceeding this classification level is required.

With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level and an approved Request for Visit is required prior to the start of the engagement.

7 PRACTICAL ARRANGEMENTS

Contractors’ assigned personnel will be required to work on-site, with the duty location being NORFOLK / VA / USA.

Contractors’ assigned personnel will be required to obtain working permission for on-site work in North America.

Contractors’ assigned personnel may be required to travel, infrequently, to other NCI Agency locations as part of his role, for periods not exceeding 2 weeks. Travel expenses will be reimbursed in accordance with AAS framework contract provisions and NCIA Travel Directive.

ANNEX I –LEVEL ONE SUPPORT DEFINTIION

1) End-User Device Support:

a) Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune.

b) Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.

2) Microsoft 365 Services Support:

a) Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business.

b) Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.

3) Remote Assistance:

a) Use remote help tools to provide support and troubleshooting for remote users.

b) Guide users through problem-solving processes remotely, ensuring clear communication and resolution.

4) Password Resets and Account Management:

a) Assist users with password resets and account unlocks in accordance with security protocols.

b) Manage intermediate user account tasks in Azure AD, including updating user information and permissions.

5) Incident Logging and Tracking:

a) Log and track support incidents using the Jira Service Desk ticketing system.

b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

6) Escalation:

a) Escalate complex issues to Level 2 support or appropriate teams when necessary.

b) Follow up on escalated issues to ensure timely resolution and user satisfaction.

7) Knowledge Base Management:

a) Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.

b) Share knowledge and best practices with team members to improve overall service quality.

8) User Education:

a) Provide users with guidance and training on best practices for using end-user devices and M365 services.

b) Promote self-service tools and resources to empower users and reduce support requests.

9) Performance Monitoring:

a) Monitor support metrics and KPIs to ensure high-quality service delivery.

b) Participate in regular reviews to identify areas for improvement and implement corrective actions.

10) Communication and Collaboration:

a) Communicate effectively with users to understand their issues and provide clear instructions.

b) Collaborate with IT teams to resolve issues and improve service delivery.

Requirements

ANNEX II –SERVICE SUPPORT STAFF QUALIFICATIONS

1) Technical Proficiency:

• Strong understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
• Experience with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.

2) Problem-Solving Skills:

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

3) Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.

• Full proficiency in English.
• Ability to communicate technical information to non-technical users in a clear and concise manner.

4) Customer Service Orientation:

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

5) Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

6) Team Collaboration:

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

7) Jira Service Desk Proficiency:

• Experience using Jira Service Desk for incident logging and tracking.
• Ability to utilize Jira features for effective service management and reporting.

8) Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO SECRET Security Clearance or national equivalent.