Deadline Date:
Friday 31 October 2025
Requirement:
Academy Learning Environment Help Desk
Location:
Oeiras, PORTUGAL
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE 7,200 EUR (4 weeks at 1,800 EUR NTE/ week)
2026 - 2027
Period of Performance:
2025 BASE: 1 December 2025
Required Security Clearance:
NATO SECRET
Please do NOT
apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
Introduction:
- The NATO Communications and Information Academy (NCI Academy) offers training on both static and deployed NATO communication and information systems (CIS). This includes Consultation, Command, Control, Communications and Intelligence, Surveillance and Reconnaissance (C4ISR), as well as cyber security and cyber defence. Moreover, the NCI Academy plays an instrumental role in designing, developing, and rolling out new learning solutions. This is achieved through comprehensive analysis of training requirements and by leveraging cutting-edge learning technologies.
- The NCI Academy also provides a range of education and training services through its Academy Learning Environment (ALE). The ALE governs and strategically coordinates the systems and infrastructure that deliver training, including the Training Management System (TMS), Learning Management System (LMS), Academy Training Network (ATN), and future components such as the Adaptive Learning Platform. These systems support multiple delivery methods, such as classroom training, mobile training, Virtual Instructor-Led Training (VILT), and self-paced training. The ALE relies on technological elements like cloud-hosted services (TMS, LMS), virtual environments via the ATN, local networks, and a Virtual Desktop Infrastructure (VDI) that enables remote access.
- The NCI Academy is outsourcing the Help Desk function for the ALE. The Help Desk team shall work in close coordination with, and report to, the Academy Technical Capability (TeC) Team.
- The objective of this service is to ensure timely and effective Help Desk support for the Academy Learning Environment (ALE).
- The Help Desk shall provide first-line support to:
- End users of the ALE (students, instructors, course developers, training coordinators, and Academy staff), by responding to their requests and resolving issues when interacting with ALE systems (TMS, LMS, ATN, Adaptive Learning Platform, and supporting infrastructure).
- The Academy Technical Capability (TeC) Team, by performing assigned requests, routine support tasks, and escalating complex technical issues while ensuring proper follow-up.
- The Help Desk scope therefore covers both user-facing support and internal technical support, ensuring continuity of service, timely resolution of incidents, and effective collaboration with Level 2/3 teams.
Operation of the ALE Help Desk:
Scope:
The Contractor shall operate the ALE Help Desk as the primary interface for support requests, incidents, and changes. Support shall cover both end users (students, instructors, course developers, training coordinators, Academy staff) and the Academy Technical Capability (TeC) Team.
The Contractor shall ensure permanent coverage during NCI Academy working hours (07:00-17:00 CET).
All requests, regardless of channel (ticketing system, e-mail, IM, telephone, in-person), shall be logged and tracked consistently in the ALE ticketing system.
The SOW covers the following activities and tasks to be executed:
- Operation of ALE Help Desk: All requests logged and tracked; written response provided within 30 minutes (either resolution or status update with assigned priority and prognosis); shift coverage maintained 07:00-17:00 CET.
- Ticket Escalation and Management: Tickets created and transferred across networks with zero data loss; escalation procedures followed correctly with full traceability.
- User Account and Course Support: Accounts activated, issues resolved, enrolments and progress supported, certificates generated; ≥95% user satisfaction rate.
- Monthly Report: Report submitted on time; includes ticket volumes, performance metrics, escalations, and user feedback.
- Improvement Proposals: Actionable recommendations for process or UX improvement based on metrics and feedback.
The resource provide will be provide service as part of a NCI Agency team dealing with same services.
Coordination and Reporting:
- The Contractor shall provide the service under the direction of the Academy Technical Capability (TeC) Team Lead or their designated representative.
- Weekly sprint planning and review meetings will be held with the TeC Team to agree on scope, monitor progress, and validate deliverables.
- The Contractor shall immediately inform the TeC Team Lead if: Tasks or outages are not progressing as expected or any Academy activity interferes with timely resolution of tasks.
- Until new direction is provided, the Contractor shall continue providing service on the tasks considered most critical.
- All formal communications, deliverables, and reports shall be submitted in writing in English
- The Contractor shall only use software and tools approved on the NCI Agency's Approved Software List (A2SL).
- All activities must comply with NATO and NCI Agency policies, standards, and security regulations. The Service Line is responsible to provide initial on-boarding training to contractor's personnel in order for services to comply with the previous mention NCI Agency policies, standards, and security regulations.
- All data must be handled in accordance with NATO and NCI Agency data protection and information security requirements.
- Dependencies on other Agency support teams may impact timelines and must be managed in close coordination with the TeC Team.
Place of Performance:
All Service shall be performed at the NCI Academy premises in Oeiras, Portugal. Remote work is not permitted.
Hours of Operation Service:
Services shall align with NCI Academy working hours (07:00-17:00 CET).
Due to the multinational aspect of NATO, part of the services in this SoW shall be delivered during national public holidays at the respective locations of performance. The Academy holidays will be shifted to the following dates:
New Year's Day: Thursday, 01 Jan 2026
NATO IS Holiday Harmonization: Thursday, 02 Jan 2026
Good Friday: Friday, 03. April 2026
NATO IS Holiday Harmonization: Monday, 30. March 2026
Easter Sunday: Tuesday, 31. March 2026
Liberation Day: Wednesday, 01. April 2026
Labour Day: Thursday, 02. April 2026
Corpus Christi: Monday, 21. December 2026
National Day: Tuesday, 22. December 2026
Assumption Day: Wednesday, 23. December 2026
Republic Day: Thursday, 24. December 2026
Christmas Day: Friday, 25. December 2026
All Saints' Day: Monday, 28. December 2026
Independence Restoration Day: Tuesday, 29.December 2026
Immaculate Conception: Wednesday, 30.December 2026
NATO IS Holiday Harmonization: Thursday, 31. December 2026
Contractor Furnished Services:
The NCI Academy will provide office space, workstation access, and necessary IT equipment.
NCIA Furnished Property and Services:
The Contractor will be issued required building passes, network accounts, and access permissions, subject to a valid NATO security clearance.
Travel:
No travel outside Oeiras is foreseen under this contract.
If exceptional Travel will concur, the TDY costs will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price
Requirements
Security Clearance:
It is mandatory for the Contractor to be in possession of a valid NATO Secret security clearance issued by the respective national security authority, valid at the time of bid submission and for the entire duration of the contract.
Qualifications:
Essential Qualifications and Experience:
This contract requires the services of a help desk operator with the following qualifications and experience:
- Help Desk / IT Support Experience: Minimum of 5 years experience in a help desk or technical support role, preferably in environments involving multiple systems (e.g., LMS, TMS, or equivalent).
- Communication Skills: Excellent written and verbal communication in English, with the ability to explain technical information clearly and in a user-friendly manner.
- User Orientation: Strong customer-service skills, including empathy, patience, and the ability to manage user expectations in stressful situations.
- Collaboration: Demonstrated ability to work effectively in a team environment and coordinate with multiple stakeholders (end users, TCS, Level 2/3 support teams).
- Documentation: Ability to create and maintain technical documentation, user guides, FAQs, and operational procedures.
- Analytical Skills: Strong problem-solving and troubleshooting ability, with the capacity to quickly identify issues and determine the most efficient resolution.
- Solid Technical Experience: Minimum of 5 years experience for the following points: Solid experience in hardware and software troubleshooting (desktops, laptops, printers, peripherals, and operating systems like Windows, macOS, and Linux). In-depth knowledge of basic networking (TCP/IP, DNS, DHCP) and experience in resolving network connectivity issues. Experience in the administration and support of Active Directory or similar directory services. Ability to diagnose and resolve information security-related issues (e.g., malware detection, and software vulnerabilities). Experience with PowerShell scripting to automate routine tasks, manage system configurations, and perform advanced troubleshooting.
- System and Server Management: Minimum of 5 years experience in the administration of Windows Server and Linux servers, including managing permissions, backups, and monitoring performance. Knowledge of virtualization and minimum 5 years experience managing virtual environments.
- Advanced Support Skills: Ability to escalate and manage high-priority incidents, coordinating with higher-level technical teams (Level 2/3) when necessary. Experience in creating detailed technical documentation, procedural manuals, and end-user guides. Proven ability to lead the resolution of complex technical problems from start to finish
The following qualifications and experience are considered an advantage:
- 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.
- In possession of one or more industry certificates in System Administration (e.g., MCSA, CompTIA Server+), Networking (e.g., CCNA), and Modern Desktop Management (e.g., MD-100/MD-101).
- Experience working with ITSM ticketing system (or similar)
- Experience in provisioning, configuring and supporting collaboration meetings (Webex, Microsoft Teams etc.), including meeting scheduling and room integration plus on-site technical and rapid troubleshooting to ensure reliable meetings.
- Leadership and mentoring experience and skills
- Audio-Visual equipment support: Experience providing technical support for audio-visual equipment, ensuring smooth operation for meetings and auditorium events. Manage end-to-end AV support, including equipment setup, troubleshooting, and coordination for corporate meetings and large-scale events.
- Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2-C1/Upper Intermediate-Advanced level).