2025 - 0271 L1 Support For IEMS Service Desk And Helpdesk (NS) - WED 3 Sep
L1 Support for IEMS Service Desk and Helpdesk
The NCI Agency is seeking an L1 Support Engineer to provide ongoing support for the NBAC Business Area for the Integrated Engineering Management System (IEMS) Application Service. This role will focus on ensuring continued L1 support for existing applications while also offering expert guidance and consultation on other Business Applications when required.
Under the direction of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:
1) End-User Support:
a) Provide first-level support for end-user queries.
b) Troubleshoot and resolve software issues, ensuring minimal disruption to users.
c) Troubleshoot and resolve software problems, ensuring efficient use and problem resolution.
2) Incident Logging and Tracking:
a) Log and track support incidents using the helpdesk ticketing system.
b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
3) 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.
4) 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.
5) User Education:
a) Provide users with guidance and training on best practices for using IEMS.
b) Promote self-service tools and resources to empower users and reduce support requests.
6) Technical:
a) Controlling, managing and providing access to the restricted areas managed by the branch.
b) Controlling and checking on compliance with security regulations laid down by SHAPE and NATO on the use of classified hardware at directorate level.
c) Ensuring the proper functionality and security of classified hardware used by the branch and maintaining the inventory thereof.
d) Monitoring SHAPE LANs managed by the NCIA by identifying and reporting any problems with the SHAPE networks (PAN/NS/ future ITM) used by the branch.
e) Ensuring maintenance of IT hardware for which the branch is responsible and which is not covered by the NCIA or by a maintenance contract.
f) Ensuring the maintenance and management of network infrastructure (Energy Management System/Intrusion Alarm Management System/Fire Alarm Management/CAD/ BMS) managed by the branch.
g) Maintaining system documentation.
7) 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.
The services related to the activities above will be delivered in sprints, and each sprint will have a duration of 5 working days. The contractor will provide support during weekdays, following standard business hours.
Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCIA and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:
1. Sprint Planning:
Objective: Plan the objectives for the upcoming sprint.
Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor’s manpower to meet the agreed deliverables.
Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.
Agree on the required level of effort for the various sprint tasks.
Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.
Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 5.
2. Sprint Execution:
Objective: Contractor to execute the agreed “sprint plans” with continuous monitoring and adjustments.
Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The meetings will be physically in the office.
Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.
Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.
Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.
Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.
3. Sprint Review:
Objective: Review the sprint performance and identify areas for improvement.
At the end of each sprint, there will be a meeting between the NCIA and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).
Define specific actions to address issues and enhance the next sprint.
4. Sprint Payment:
At the end of the month, for the completed and accepted sprints within the month (max 4 sprints), the contractor must report the outcome of their service during the sprint, first verbally during the retrospective sprint review meeting and then in writing within five days after the 4th sprint’s end date.
A report must be sent by email to the NCIA service manager, listing all the service achieved against the agreed tasking list set for the sprint.
The contractor's payment for each set of 4 sprints will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.
The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) – (Annex B)
Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) – (Annex B) signed by the Contractor and project authority.
If the contractor fails to meet the agreed Acceptance criteria for any task, the NCIA reserves the right to withhold payment for that task/sprint.
The following 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.
3) The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the service delivery manager.
4) The contractor must conduct the following reviews:
A daily 'touch point' between NCIA POC and the contractor's POC to ensure service is on track.
Draft versions of the reports where the supplier’s POC presents the draft report to the customer, with the opportunity for the customer to provide feedback and implement uplifts.
Final versions of the reports where the incumbent presents and delivers the final report to the customer.
It is expected the service starts as soon as possible but no later than 6th October 2025 and ending no later than 31 December 2025.
If the 2026 option is exercised, the period of performance is 01 January 2026 to 31 December 2026.
If the 2027 option is exercised, the period of performance is 01 January 2027 to 31 December 2027.
If the 2028 option is exercised, the period of performance is 01 January 2028 to 31 December 2028.
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