The Ministry of Energy, Business Development and Consumer Affairs through the Business Compliance Division operates multiple digital platforms supporting Beneficial Ownership reporting, AML/CFT compliance, and Business Licensing functions. These systems are used daily by Government officers and authorised external users and require reliable front-line technical support to ensure continuity of service and effective system use.
The Ministry seeks to engage a Technical Support Specialist to provide Tier-1 help-desk and front-line technical support for these systems.
Objective of the Assignment
The objective of this assignment is to provide timely, responsive, and user-focused front-line technical support for BO, AML/CFT, and Licensing systems, ensuring that users can access systems, resolve common technical issues, and escalate complex matters efficiently.
Scope of Services
A. Front-Line User Support
- Provide Tier-1 help-desk support for BO, AML/CFT, and Licensing platforms, including login issues, access problems, password resets, and navigation assistance.
- Guide users through basic system workflows, forms, and processes.
- Support new user onboarding through account setup and initial system orientation.
B. Incident Logging and Escalation
- Log all incidents and service requests in the Help Desk system with clear descriptions and supporting information.
- Escalate unresolved or complex issues to Application Support or Network Operations in accordance with established procedures and timelines.
- Assist with collecting diagnostic information (screenshots, error messages, reproduction steps).
C. Basic Troubleshooting and Maintenance
- Troubleshoot basic software, browser, device, and connectivity issues impacting system use.
- Perform routine workstation-level support such as updates, browser configuration, cache clearing, and client application checks.
D. Documentation and User Support Materials
- Maintain help-desk documentation, FAQs, and quick-reference guides for recurring issues.
- Support training and awareness sessions related to the use of BO, AML/CFT, and Licensing platforms.
E. Other Duties
- Perform any other technical support duties related to BO, AML/CFT, and Licensing systems as assigned.
Deliverables
- Logged and resolved support tickets.
- Escalation records and supporting diagnostics.
- Updated help-desk guides and FAQs.
- Support inputs for training or awareness activities.
Characteristics of the Consultancy
- Consultancy Category & Modality: The contract consists of 12 monthly payments to be awarded on completion of monthly deliverables.
- Contract Duration: July 1, 2026 – June 30, 2027
- Place of Work: Barbados
Schedule of Payments
Payments will be made as 100% divided into equal monthly payments of $6,359.76 for 12 months, on approval of the Consultant's monthly Personal Performance Report.
Qualifications and Experience
- A degree in Computer Science or a related discipline with not less than three years' relevant experience; OR
- An associate degree in Computer Science or a related discipline with not less than four years' experience.
Knowledge
- Basic understanding of BO systems, AML/CFT concepts, and business licensing processes.
- Ability to troubleshoot common technical issues and provide user-friendly guidance.
- Knowledge of incident logging, escalation procedures, and help desk operations.
- Good communication, customer service orientation, and ability to work under pressure.
- Ability to follow IT security practices including safe handling of sensitive data.
- Willingness to learn new systems and procedures.
Reports
The Consultant is required to submit monthly Performance Reports for the duration of the contract. Reports will review all aspects of the work underway and completed, and provide an assessment of level of completion. Reports must be submitted in hard and soft copies. Payment of fees is subject to the Ministry's acceptance of the Performance Reports. Should the Ministry not accept a deliverable, deficiencies must be remedied within fourteen (14) calendar days of being requested to do so.
Confidentiality and Information Security
The Consultant shall comply with all IT security protocols and maintain strict confidentiality in handling system access, credentials, and sensitive information.
Non-Entitlement to Permanent Appointment
The award of this contract does not create or imply any entitlement to permanent employment, continued engagement, or appointment within the Public Service.
