Role Technical Help Desk Support Oeiras, Portugal Reference 12922 Profile RFQ 2024-0249 - Technical Help Desk Support Oeiras, Portugal Scope of work: The NATO Communications and Information Academy (NCI Academy) located in Portugal, Belgium and The Netherlands reinforces NATO s technological edge through excellence in Cyberspace learning.
The NCI Academy has the Academy Learning Environment, which is the toolset associated with all back-end learning and development activities, the transfer of knowledge from trainers to students and the support of the student learning process.
To secure the Academy Learning Environment, there is a team responsible for all activities related to the operation and maintenance of this infrastructure.
In addition to setting up courses, maintaining them and deploying them as they iterate, the team is also responsible for running projects to ensure that the Academy Learning Environment is state of the art.
Duties: Activating user accounts.
Addressing issues related to locked accounts, password resets, and reactivations.
Resolving system email failures and activating them as required.
Addressing issues related to older LMS accounts.
Offering guidance on account creation.
Resolving account duplication issues.
Analysing credentials, making necessary changes, and securing POC approvals.
Addressing delivery failures by checking and modifying accounts.
Providing support to cyber security incident investigations Resolving access issues, including assisting users in course search.
Addressing content-related issues and forwarding correction requests.
Assisting user with issues in tracking learning progress in the LMS platform.
Resolving issues with generation of course certificates.
Supporting instructors and other users with technical issues.
Supporting the implantation and management of a ticket system.
Provide support in migrating data from other systems.
Provide rapid response to all user issues.
All support inquiries must receive a written response within 30 minutes, either resolving the issue or providing a status update with a resolution prognosis.
Requirements: The candidate has a security clearance, provided by the national security organization valid at the time of submission of the bid and covering the period of the contract.
Experience in a help desk or technical support role, preferably with exposure to Learning Management Systems.
Ability to work independently and manage multiple tasks simultaneously.
Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments Excellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly manner Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction.
Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them.
Positive attitude and a genuine desire to assist and educate users.
Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution.
Desirables: Proficiency in using diagnostic tools to troubleshoot technical issues A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data Knowledge and experience of working with NCI Agency.
Knowledge and experience of working with the NCI Academy.
Knowledge and experience with agile implementation methodology.
Location Oeiras, Portugal Start date 01/01/2025 Contract length 1 year with possible extensions Bid closes 30/10/2024 Max hourly rate ( ) Lowest Price Technically Compliant Remarks NATO Secret Security clearance A security clearance is required