C004460 Helpdesk, User Training and HR Data Maintena...

Deadline Date:  Wednesday 26 November 2025

Requirement Title:  Helpdesk Manager (Level 0 Support), User Training and HR Data Maintenance Services

Location:  Mons, Belgium

Full time on-site:  Yes

Total Scope of the request (hours): 120

Required Start Date:  14-DEC-2025

End Contract Date: 30-DEC-2025

Required Security Clearance:  NATO Secret

Specific Working Conditions:   Standard office working conditions.

The Helpdesk (Level 0 Support), User Training and HR Data Maintenance Service provides a Level 0 HR business helpdesk, training and workforce data maintenance for a specific set of NATO commands and users.

The primary tasks/deliverables will be:

1. Provide Helpdesk assistance to HR Users at all HQs across NCS, Operational theatres, IMS, NCIA, NFS and MoU organisations.

1.1. The Helpdesk Manager / SO/SDM will plan the monthly HR Helpdesk tasks on rotational basis with the following possible roles:

a. Act as Primary Helpdesk Clerk, responsible to be the primary point of contact for phone calls and helpdesk emails.

b. Act as Secondary Helpdesk Clerk supporting the Primary Helpdesk Clerk by taking over calls when he is busy and processing the incoming helpdesk tickets in the background.

1.2. Comply with the following helpdesk Key performance indicators:

a. The response time has to be within 1 and 3 days depending on the priority.

b. The resolution time has to be within 1 and 10 days depending on the priority.

c. The target for the helpdesk is to resolve 70% of the non-CIS incidents and service requests without further escalation.

1.3. Support the HR User Support websites and ticketing system.

1.4. Establish and maintain a reporting, recording and FAQ knowledge base in support of the centralised helpdesk.

Duties and Role

a) Remotely administer the workforce and personnel data of the assigned commands:

1. Develop and maintain analysis and report filters, as required (response time for the request is within 1 and 3 days, work completed according to the plan).

2. Investigate problem reports in liaison with appropriate application and/or data specialists (response within 1 and 3 days depending on the priority).

3. Support the data administration of HR applications and work products, including analysis and implementation of requirements for organisational structures, both Peacetime (PE) and Crisis (CE) establishment.

4. Perform validation on bulk data entry upload and modification submissions, to ensure data quality.

5. Provide SME advice and guidance to the PE and CE staffs in J1 for preparation of new/amended establishment quality.

6. Perform quality checks and carry out remedial action on NCS data prior to the production of the monthly, quarterly, annual and other periodic reports required for submission to the Nations via the IMS.

7. Prepare input to staff papers and HQs' statistical reports, as required.

8. Conduct checks and produce reports to support protection of personal data held in HR systems.

9. Provide HR User Group (UG) conference support, and general administrative support as directed by SO/SDM.

10. Perform annual on-site support visits and quality audits to HQs as directed by SO/SDM with an estimated maximum of 4 visits per annum. Each visit normally requires 5 working days including travel.

b) Deliver courses to students at SHAPE, using the Training systems, and at other NATO HQs (according to the annual training plan):

1. Participate in and support the course planning, enrolment, selection, delivery and subsequent award of qualifications according to the training Plan.

2. Create, maintain, and improve the Training Courses and materials baseline.

3. Perform annual on-site training visits as requested by individual HQs combined with an already planned visit.

4. Consolidate and review input for the maintenance of training course syllabi.

11. Manage the Helpdesk team and prioritize tasks and provide update to Management.

a) Education/Training.

• Higher Secondary education and intermediate training in human resources management, social sciences, computer science, business administration, or related field, public administration or related discipline for specific task related skills, with 5+ years' experience in NATO or International or a National military setting.

b) Professional/Experience.

c) Language.

• Work will be conducted in English, both oral and written. The Resources must possess a proficiency in English equivalent to or higher than the NATO Standardized Level Profile 3, 3, 3, 3 (i.e., Listening, Speaking, Reading, and Writing skills must be excellent) set in NATO STANAG 6001 (B2, B2, B2, B2 using CEF).
• NATO Secret security clearance