Key deliverables: Support diverse IT service users, including staff, board members, contractors, and partners.
Resolve issues efficiently, prioritizing or escalating as needed for timely resolution.
Handle incidents, service requests, and problems per ITIL framework.
Manage high call volumes, ensuring completion within SLA agreements.
Visit EPA sites for operational and project tasks.
Address unexpected IT issues promptly, keeping EPA staff updated.
Adhere to EPA procedures and implement best practices.
Collaborate with support vendors to maintain and enhance the ICT environment.
Provide technical advice on ICT maintenance and improvements.
Document issues and solutions using the in-house Service Desk application.
Key experience/skillset: Experience in Customer Service with an ITIL compliant Service Desk tool and managing the life cycle of each Incident/service request and escalating to the relevant 3rd line support team.
Experience in maintaining and updating a knowledge database of Known issues and the actions to allow their solution to support effective Problem resolution.
Particular expertise providing day-to-day operational support in Microsoft Office 365, Microsoft SharePoint 2016 and SharePoint Online, Active Directory Administration understanding forests, domain, and access control, Windows 11 Operating Systems, Microsoft SQL Server, Web Server environments and Microsoft MS Teams.
Power Pivot Power BI.
Microsoft Dynamics 365, Transact-SQL, Microsoft Master Data Services.
Experience of communicating clearly and effectively to various stakeholders at different levels, including those from both technical and non-technical backgrounds and those at end-user and senior management levels.
The response should include how the Resource met deadlines, explained issues, problems and solutions in a way that was easily and equally understood by all.
Demonstrate the ability to work as part of a team