Learning Management System Help Desk

at  Spektrum

Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
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.

ESSENTIAL SKILLS AND EXPERIENCE

This contract requires the services of a help desk operator with the following qualifications and experience:

• 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 departments
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user‐friendly manner
• Demonstrated 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 resolution

DESIRABLE SKILLS AND EXPERIENCE

• 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

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: