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.
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
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
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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