Learning Management System Help Desk

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects. Who we are supporting The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium. The NCIA provides a wide range of services, including: Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities. The program Assistance and Advisory Service (AAS) The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V. To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce. Role Background 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 (E&T) services, with the Joint Advanced Distributed Learning (JADL) being one such service. JADL is NATO's approved Learning Management System, developed on the open-source platform, ILIAS. It serves as the platform for hosting, managing, and deploying online learning to all NATO Nations and Partner Nations, operating on both NU and NS networks. Currently, JADL supports approximately 120,000 active users.
The NCI Academy is outsourcing the Help Desk function for JADL. The Help Desk team for JADL should comprise a minimum of two Full-Time Equivalents (FTEs). This team is expected to work in close conjunction with and report to the NCI Academy Technical Capability and Support Section (TCS).
Role Duties and Responsibilities To ensure timely and effective support for the user base, enhancing their experience and addressing any JADL-related issues or inquiries they might have.
This service desk support, supporting European time zones (CET and WET), aims to ensure seamless user interaction with JADL by addressing the following common support needs:
Accounts: 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.Analyzing credentials, making necessary changes, and securing POC approvals.Addressing delivery failures by checking and modifying accounts.Providing support to cyber security incident investigations.Course Related - Users: 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.Course Related – Content: Acting as a liaison with course developers.Assisting in the upload and testing of new courses.Deliverables D01 Demonstrated proficiency in managing the mailbox, adhering to protocols, and maintaining or enhancing response times. All support inquiries must receive a written response within 30 minutes, either resolving the issue or providing a status update with a resolution prognosis.D02 Demonstrated proficiency in adhering to the escalation process for all inquiries that don't fall under the "business as usual" categories or require specialized attention, ensuring that the Technical Capability and Support Section (TCS) is informed and involved as necessary.Essential Skills and Experience They have 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 departmentsExcellent written and verbal communication skills, capable of conveying complex technical information in a user-friendly mannerDemonstrated 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 resolutionDesirable Skills and Experience Proficiency in using diagnostic tools to troubleshoot technical issuesA strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user dataKnowledge and experience of working with NCI Agency.Knowledge and experience of working with the NCI Academy.Knowledge and experience with agile implementation methodology.Language Proficiency Business EnglishWorking Location Off-siteWorking Policy RemoteTravel Some travel to other NATO sites may be requiredContract Duration Jun 2024 – Dec 2024Security Clearance Valid National or NATO Secret personal security clearance
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