Job Reference: FRS63303
Job Duration: 24 months
Start date: January 2025
Description:
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 SLAagreements.
* Visit EPA sites for operational and project tasks.
* Address unexpected IT issues promptly, keeping EPA staffupdated.
* 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 usingthe in-house Service Desk application.
Key experience/skillset:
* Experience in Customer Service with an ITIL compliantService Desk tool and managing the life cycle of each Incident/service request and escalating to the relevant 3rd line supportteam.
* Experience in maintaining and updating a knowledge database of Known issues and the actions to allow their solution tosupport 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 PowerBI. 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 andsolutions in a way that was easily and equally understood by all.
* Demonstrate the ability to work as part of a team
Industry: IT
Salary:
Salary Benefits:
Vacancy Type: Contract
Job Skills: MS Office365, SharePoint 2016, Windows 11, SQL server, Power Pivot Power BI, MS Dynamics 365, Transact SQL, MS Master Data
Contact Name: Aina Lynch
Website: -
Direct Application URL: -