Service Desk Technician Micro Focus
Burlington, MA

Job Description

Service Desk Technician

Job Description:

At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT-fast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas:

DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning, & Analytics

About the Role:

A Service Desk Technician provides single point of contact to all Micro Focus users ensuring these are logged and dealt with, managing the lifecycle, providing updates to the users as to the progress and action on all Incidents and Service Requests. The Service Desk Technician will provide Level 1 triage, allocating Incidents that cannot be resolved by the Service Desk to second or third line support resources and co-ordinating the response of these resources to agreed OLAs.

Customer Facing:

* Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
* Accountable in managing all Incidents and Service Requests to concurrence with the end-user, department, or location
* Monitoring of all users SLAs, and internal OLAs for both Incidents and Service Requests
* Coordinate and support global IT Production support groups to implement and support all Events and Incidents
* Own and manage all user escalations and all SLA/OLA breeches through the appropriate channels
* Ensure all the organisations procedures are followed and fully adopted

Incident Management:

* Overall ownership and accountability of Incident tickets throughout its lifecycle
* Ability to triage across all platforms within Micro Focus infrastructure which includes; Networks, Telephony, Data Centre, Applications and Desktop Support
* Initial First Call Resolution (FCR) to Routine Incidents - e.g. password resets
* Re-route incidents as necessary to the correct resolving agent first time providing supporting diagnosis / triage data
* Manage all incidents within Micro Focus process and tools by updating each assigned incident in accordance with the user SLAs and internal operational OLAs
* Escalate incidents according to documented standards when SLAs/OLAs is in breech or user(s) request an escalation

Qualifications & Experience

* ITIL Foundation Certificate - Advantage
* Operational experience / understanding across:
* Knowledge of the end-to-end ITIL framework
* 2-3 years of experience in working within a Service Desk environment
* Ability to engage and partner with internal staff as required across all infrastructure platforms
* Ability to work in a virtual team environment
* Ability to identify problems and work to resolution as required
* Ability to work in operational crisis situations
* Strong understanding of Windows OS
* Strong understanding of Microsoft Office Suites
* Proven ability to operate in extremely high pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
* Ability to work on own initiative, with a high degree of autonomy
* Self-motivated and self-monitoring, continuously evaluating own work processes

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Job:

Information Technology

Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status