The Release and Deployment Services Section (RDS) provides the in-field service for level 1 and 2 incident management. The section is responsible for all aspects of computer imaging/deployment, moves, updates, stock management and repairs of all NATO HQ hardware including REACH deliveries and support. It provides Imaging Services to Delegations and Military Representatives and also contributes to Service Asset and Configuration Management (SACM), Change Management (Request for Change), User Complaint Management and Problem Management.  

Under the direction and guidance of Section Head, the services provided will be supporting the following activities:  

• Provide first and second level support of end-user ICT assets;  

• Conducts equipment testing to and from the supply line, documents serviceability status;  

• Perform staging of all end user devices using the Microsoft Configuration Manager system (MCM) and relevant toolsets;  

• Updating inventory databases;  

• Perform the enrolment or handout of all staged devices to the end user;    

• Investigates and resolves technical issues in a systematic approach;  

• Maintains sound knowledge on implemented technologies;  

The measurement of execution for this service is sprints, with each sprint planned for a duration of 1 week.  

The content and scope of each sprint will be agreed in writing, during the sprint-planning meeting, based on the activities mentioned above.  

It is expected that ONE resource is providing the above services.  

The contractor will provide the service on-site at NATO HQ, Brussels.