EMW, Inc.
2026-0047 Provision and Delivery of IT Help Desk Service (NS) - THU 28 May
🇵🇹Oeiras, Lisbon, Portugal3 days ago
Full TimeContractEN
BIDDING INSTRUCTIONS – TECHNICAL PROPOSAL
Bidders shall submit a proposal clearly providing the following information:
a.: The proposed approach to address the required scope of work and the defined deliverables (maximum 10 pages, A4 size). The proposed approach should address the minimum:
b.: CVs of the assigned resource(s) for the project. It is up to the bidder to propose the size of the team that executes the work and produces the deliverables in the timeline allocated. The Purchaser may accommodate a reasonable number of personnel at the current facilities. The CVs shall clearly distinguish if the proposal is for Key Personnel or not.
Deadline Date: Thursday 28 May 2026
Requirement: Provision and On-going Delivery of IT Help Desk Service
Location of Performance: Oeiras, Portugal (on-site)
Period of Performance: 2026 BASE: 1 July 2026 – 31 December 2026.
2027 OPTION: 1 January 2027 – 31 December 2027 (if exercised).
2028 OPTION: 1 January 2028 – 31 December 2028 (if exercised).
Required Start Date: 1 July 2026 (tentative)
Required Security Clearance: NATO SECRET
1. PURPOSE
The purpose of this Statement of Work is to define the services for IT Help Desk support in Oeiras, Portugal. The NCI Agency (hereinafter referred to as the Purchaser) seeks a qualified Contractor to provide continuous IT Help Desk services in support of Purchaser personnel based in Oeiras, Portugal, as well as personnel on official duty at that location.
2. OBJECTIVES
The objective of this role is to provide first- and second-level support for IT issues related to Windows client systems, and to ensure the optimal performance, security, and reliability of Windows-based environments. The Contractor shall also provide end-user support, including technical assistance and user guidance where required.
The overall objective is to improve user satisfaction, reduce support response times, and enhance the quality and efficiency of IT service delivery. During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser's IT support organization, delivering on-site IT support services.
3. INTRODUCTION
The Purchaser, CSU Lisbon, is located in Oeiras on the outskirts of Lisbon and represents the westernmost footprint of the NCI Agency in Europe. The CSU currently faces the challenge of providing continuous IT support to the static STRIKFORNATO Headquarters and ensuring the successful upgrade and evolution of the NATO Lessons Learned Portal, hosted and maintained by ACT JALLC, as a key contribution to mission enablement.
In addition, CSU Lisbon is progressively extending its support to the NCI Academy, contributing to the establishment of a modern, state-of-the-art Information and Communications Systems training environment in Oeiras, and supporting the broader transformation objectives of the NCI Agency in the areas of IT and Education and Training.
3.1 Purchaser Support Structure
The Purchaser support structure is organized into three levels:
Level 1 (L1): Centralized Service Desk providing virtual first-line support.
Level 2 (L2): On-site technical support, including touch-labour and specialized support provided by the CIS Support Unit or IT Service Kiosk.
Level 3 (L3): Centralized engineering support provided by specialist technical teams.
4. DELIVERABLES
The principal deliverable of this Statement of Work is the provision and continuous delivery of the IT Help Desk Service (hereinafter referred to as the Service). The Service includes the timely resolution of IT support tickets in accordance with agreed Service Level Agreements (SLAs) or Service Support Packages (SSPs), as applicable. This also includes the provision of IT Service Management (ITSM) reporting covering incidents, service requests, and change activities.
The Contractor shall ensure the maintenance and continuous update of IT service documentation, including Standard Operating Instructions (SOIs), Standard Operating Procedures (SOPs), and troubleshooting guides. The Contractor shall contribute to the ITSM knowledge base by documenting problem resolutions, known errors, and workarounds, and shall support the implementation of system updates and patches with minimal disruption to end users.
4.1 D01 – IT Help Desk Support
KPI – Incident Response Time (SLA): 95% or more of tickets acknowledged within agreed SLA (e.g., 15–30 minutes for priority cases).
KPI – Incident Resolution Time: 90% or more resolved within SLA targets, based on priority levels.
KPI – First Contact Resolution Rate: Target: 70–80% or above.
KPI – Ticket Backlog: 5% or fewer of total monthly tickets remain open beyond SLA.
KPI – User Satisfaction (CSAT): Average rating of 4.2 out of 5 or above.
KPI – Ticket Documentation Quality: 95% or more of tickets properly categorized and documented.
The Contractor shall provide first- and second-level support to end users for daily business and Exercises/Operations Preparation; manage Incidents, Fulfilment Requests, and Changes on the ITSM ticketing system; troubleshoot and resolve hardware, software, and network issues related to Windows clients; document, track, and resolve IT support tickets within the established SLAs; assist users with password resets, account lockouts, and access permissions; provide guidance and training to end-users on IT systems and software; and escalate unresolved issues to appropriate support levels.
4.2 D02 – System Administration
KPI – System Availability (Workstations/Services): 99% or more uptime, excluding planned maintenance.
KPI – Patch Compliance Rate: 95% or more of endpoints updated within defined patch window.
KPI – Endpoint Deployment Success Rate: 98% or more successful installations via tools such as SCCM.
KPI – Active Directory Request Fulfilment Time: 95% or more completed within SLA (e.g., 4–8 hours).
KPI – Asset Inventory Accuracy: 98% or more accuracy in asset database.
KPI – Peripheral Support Resolution Rate: 90% or more resolved without escalation.
The Contractor shall install, configure, and maintain Windows operating systems (e.g., Windows 10, Windows 11) and applications on users' workstations using the deployment/configuration tools available (e.g., SCCM); manage Active Directory accounts, including user creation, group policies, and access control; monitor system performance and troubleshoot performance-related issues; deploy and update patches, security updates, and antivirus definitions; maintain an inventory of hardware and software assets; provide support for peripheral devices such as printers, scanners, and mobile devices; and provide support to VTC systems.
4.3 D03 – Network Support
KPI – Network Incident Resolution Time: 90% or more resolved within SLA.
KPI – Escalation Efficiency: 95% or more of escalations contain complete diagnostics and logs.
KPI – Recurring Issue Reduction: Month-on-month reduction of repeated network-related tickets (target: minus 10%).
The Contractor shall assist with troubleshooting and resolving network connectivity issues, and coordinate with network teams for configuration or changes affecting Windows clients.
4.4 D04 – IT Security
KPI – Endpoint Security Compliance: 98% or more of systems compliant with security policies.
KPI – Antivirus/EDR Coverage: 100% of endpoints protected and reporting.
KPI – Security Incident Response Time: Initial response within SLA (e.g., 1 hour or less for critical incidents).
KPI – Vulnerability Remediation: 90% or more of critical vulnerabilities resolved within defined timeframe.
KPI – Audit Findings Closure: 95% or more of findings resolved within agreed deadlines.
The Contractor shall ensure compliance with IT security policies and procedures; conduct regular checks to ensure Windows clients are protected against malware and unauthorized access; and assist in responding to and mitigating security incidents involving client systems.
4.5 D05 – Documentation and Reporting
KPI – Documentation Coverage: 95% or more of procedures documented (SOPs/SOIs).
KPI – Documentation Accuracy: Quarterly review compliance: 100%.
KPI – Reporting Timeliness: 100% of reports delivered on schedule.
KPI – Ticket Knowledge Base Contribution: Minimum 5–10 articles per month.
The Contractor shall create and maintain documentation for standard operating procedures (SOPs), Operating Instructions (SOIs), and troubleshooting guides, and shall provide regular status updates and reports on ongoing IT tasks and projects.
4.6 D06 – User Training and Support
KPI – Training Delivery: Minimum 1 session per quarter (target: 2–4 sessions per quarter).
KPI – User Adoption Rate: Measurable improvement in tool usage (baseline and percentage increase to be defined at contract start).
KPI – Training Satisfaction Score: 4.3 out of 5 or above.
KPI – Reduction in Repetitive Tickets: 10–15% reduction in user-error-related tickets over time.
The Contractor shall conduct training sessions and create materials to help users better utilize IT systems, and shall provide proactive tips and best practices for using Windows-based tools effectively.
5. PAYMENT SCHEDULE
2026 BASE Period: 1 July 2026 – 31 December 2026
Deliverable: Provision and continuous delivery of IT Help Desk Services, including the expected monthly deliverables (D01, D02, D03, D04, D05, and D06).
Payment: Monthly payments shall be made upon satisfactory completion of the services for the relevant month, in accordance with the performance indicators and service levels defined in Sections 4.1 to 4.6. This includes compliance with SLA requirements, ticket resolution performance, system availability, security compliance, reporting obligations, and user support and training activities.
2027 and 2028 Option Periods
Deliverable: Provision and continuous delivery of IT Help Desk Services, including the expected monthly deliverables (D01, D02, D03, D04, D05, and D06).
Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.
Payment: Monthly payments shall be made upon satisfactory completion of the services for the relevant month, in accordance with the performance indicators and service levels defined in Sections 4.1 to 4.6. This includes compliance with SLA requirements, ticket resolution performance, system availability, security compliance, reporting obligations, and user support and training activities.
6. KPI PAYMENT WEIGHTING
Help Desk SLA Compliance: 30% weighting – major payment driver.
System Administration: 20% weighting – medium payment impact.
Security Compliance: 20% weighting – critical payment impact.
Documentation and Reporting: 10% weighting – moderate payment impact.
User Satisfaction: 10% weighting – bonus driver.
Training and Improvement: 10% weighting – long-term impact.
7. PENALTIES
SLA Breach: An SLA breach exceeding 10% will result in a deduction of 5% of the monthly fee.
Security Non-Compliance: Security non-compliance will trigger an immediate penalty clause.
8. GENERAL REQUIREMENTS
The Contractor shall comply with NATO security policy; hold a valid security clearance; provide qualified and experienced personnel; maintain English language proficiency; maintain a stable team with minimal rotation; obtain Purchaser approval for any personnel changes; ensure proper handling of PFE equipment; use the ITSM system as mandatory; escalate blocking issues immediately; and minimize end-user impact at all times.
9. PLACE OF PERFORMANCE
The Service will be delivered in Oeiras, Portugal, in a typical office environment designated as a Class II Security Area. No travel is required.
10. SCHEDULE
The BASE period of performance runs from 1 July 2026 to 31 December 2026. If the 2027 option is exercised, the period of performance is 1 January 2027 to 31 December 2027. If the 2028 option is exercised, the period of performance is 1 January 2028 to 31 December 2028.
11. SECURITY
The security classification of the service will be up to NATO SECRET. The Contractor providing the services under this SOW is required to hold a valid NATO SECRET security clearance.
12. QUALIFICATIONS
[See Requirements]
Requirements
REQUIREMENTS
Education
Experience
Certifications (Preferred)
Skills
Language Proficiency