Helpdesk (Level 0 Support), User Training and HR Data Maintenance Services

at  Enterpryze Consulting Ltd

ESSENTIAL QUALIFICATIONS/EXPERIENCE:

· 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
· 5+ years’ experience with NATO’s workforce and/or personnel data management or a national military’s equivalent with two years’ experience in the last three years
· 3+ years’ experience in the last five years using the current HRDS applications or another similar enterprise-wide military workforce/personnel management application
· 1+ year training experience in the last five years in the application and use of automated HR systems or related Management Information Systems. Strong understanding of training techniques are required
· 2+ years’ experience in the last five years as a centralised helpdesk operator

DESIRABLE QUALIFICATIONS/EXPERIENCE:

· 6+ months’ experience in the last five years using automated products to support development of e-learning packages (for example, Articulate)
· 1+ year’s experience in the last five years in a position that required use of NATO’s Workforce Policy and Procedures, MC 216/5 (AAP-16E) or the use of similar International organisation/ governmental organisation Workforce Policy and Procedures

· Provide Helpdesk assistance to HRDS Users at all HQs across NCS, Operational theatres, IMS, NCIA, NFS and MoU organisations
ü The Helpdesk Manager / COTR will plan the monthly HRDS Helpdesk tasks on rotational basis with the following possible roles:
o Act as Primary Helpdesk Clerk, responsible to be the primary point of contact for phone calls and helpdesk emails
o 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
ü Comply with the following helpdesk Key performance indicators:
o The response time has to be within 1 and 3 days depending on the priority
o The resolution time has to be within 1 and 10 days depending on the priority
o The target for the helpdesk is to resolve 70% of the non-CIS incidents and service requests without further escalation
ü Support the HRDS User Support websites and ticketing system on the HRDS Portals
ü Establish and maintain a reporting, recording and FAQ knowledge base in support of the centralised helpdesk
· Remotely administer the workforce and personnel data of the assigned commands:
ü 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)
ü Investigate problem reports in liaison with appropriate HRD application and/or data specialists (response within 1 and 3 days depending on the priority)
ü Support the data administration of HRDS applications and work products, including analysis and implementation of requirements for organisational structures, both Peacetime (PE) and Crisis (CE) establishment
ü Perform validation on bulk data entry upload and modification submissions, to ensure data quality
ü Provide SME advice and guidance to the PE and CE staffs in J1 for preparation of new/amended establishment quality
ü 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
ü Prepare input to staff papers and HQs’ statistical reports, as required
ü Conduct checks and produce reports to support protection of personal data held in HRDS
ü Provide HRDS User Group (UG) conference support, and general administrative
ü support as directed by COTR
ü Perform annual on-site support visits and quality audits to HQs as directed by COTR with an estimated maximum of 4 visits per annum. Each visit normally requires 5 working days including travel
· Deliver HRDS courses to students at SHAPE, using the HRDS Training Centre system, and at other NATO HQs, using the HRDS mobile training facility (according to the annual training plan):
ü Participate in and support the HRDS course planning, enrolment, selection, delivery and subsequent award of qualifications according to the HRDS training Plan
ü Create, maintain, and improve the HRDS Training Courses and materials baseline
ü Ship training aids and mobile training facility equipment to external sites in support of the training programme (shipment is planned and executed, no training cancelled)
ü Support HRD in creating and maintaining the annual HRDS training plan and calendar
ü Provide first line maintenance of the training aids, notes, presentations and promotional material to support HRDS training courses
ü Provide first line maintenance of the HRDS mobile training facility and training aids (comprised of 6 Dell laptops and Wi-Fi network) and ensure it is performed correctly and timely on behalf of the COTR (quarterly highlight report with progress and changes)
ü Provide first line maintenance of the HRDS Training Centre system (comprising 16 students’ thin clients, two instructors’ workstations, two SMART Tech boards, and wired and wireless network infrastructure)
ü Perform annual on-site training visits as requested by individual HQs combined with an already planned visit (see para 17.1.2.10)
ü Consolidate and review input for the maintenance of training course syllabi
ü Perform and look after the necessary Training Needs Analysis (TNA) and subsequent training course design and implementation for all new or upgraded HRDS application or work product
ü Support the HRDS Training websites on the HRDS Portals
ü Monitor and review course delivery and facilitate peer reviews as directed by COTR
ü Implement and maintain a course feedback system on content and delivery effectiveness for students, using both classroom and e-learning delivery