Team.Organise and prioritize work for Service Desk team to ensure critical issues are being addressed in an acceptable timeframe and in compliance with internal SLA’s.Identify, capture, and provide monthly reporting on key service desk management metrics & KPI’s.What we’re looking forKey Skills & ExperienceDeep experience of Service support solutions more »
privacy and security standards and regulations. Provides internal customer support via assigned tickets for security-related issues, while ensuring assignments are resolved within assigned SLA's. Evaluate and implement CIS critical security controls where necessary. Will provide input into cybersecurity strategic roadmap and annual budget. Adhere to applicable change management more »
privacy and security standards and regulations. Provides internal customer support via assigned tickets for security-related issues, while ensuring assignments are resolved within assigned SLA's. Evaluate and implement CIS critical security controls where necessary.Will provide input into cybersecurity strategic roadmap and annual budget.Adhere to applicable change management policy and more »
via all mediums • Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set ServiceLevelAgreement • Maintaining and updating incidents and requests in your own as well as the Service Desk ticket queues • Alerting Senior Analysts and Managers of reoccurring more »
come from a networking background. '€¢Excellent understanding of Service Management principles and ServiceLevel metrics. '€¢Proven track record of providing excellent customer service to SLA's and experience of managing key customer relationships within a service management type role. '€¢Sound technical knowledge and understanding of IT/Network/Communications more »
Management tool, and they are prioritised and resolved according to the agreed SLA. Work to ITIL and industry standards in meeting the internal ServiceLevelAgreement and supporting the continual improvement of the IT Operations function. Work closely with the Infrastructure, Development and Application Support Teams as well as third more »
Intune. Managing patch updates for workstations, both internal and remote. Ensuring all changes to computer inventory are recorded in the asset management system. Meeting SLA targets for the Service Desk, including Incident, Problem & Change Management. Managing, updating, and supporting mobile devices through Mobile Device Management (MDM). Managing, updating, and more »
Jira job notes and confluence support documentation Following helpdesk procedures and policies Ordering, recording, configuring, and distributing peripherals Ensuring that the ServiceLevel Agreements (SLA) are always adhered to Remaining up to date with the latest technologies and platforms Other duties may include disposal of old equipment and administration of more »
a non-technical and simplified manner to senior management and business stakeholders.Creation and management of various monitoring dashboards/presentations.Evaluated service performance and modified SLA patterns to resolve operational issues.Able to work under pressure and meet deadlines.Self-motivation and able to take responsibility.Experience and Education:ITIL V4 Certified.Experience leading a more »
reduction in support calls process changes that improve the service delivered to the business improvements that result in increased team performance against Technology’s SLA first line colleagues and the business to be able to resolve incidents and requests earlier in the lifecycle Team Working with multiple stakeholders both internally more »
virtualised platforms including hosted, distributed and cloud infrastructure (OS).'€¢Escalation point for 1st and 2nd line support.'€¢Resolving logged incidents in line with SLA's.'€¢Independent ability to research technical problems and solutions. What we're looking for: '€¢Strong infrastructure support experience'€¢Experience/Knowledge of Virtualisation Technologies (VMware more »
elevate your career? Apply now and seize this thrilling opportunity! Keywords: IT Support, First Line, Second Line, Infrastructure, Networks, IAM, EUC, WAN, LAN, Firewalls, SLA, Hardware, Equipment, Software, IT Systems, Incident Management, London more »
level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve IT service delivery Ensuring each work request is worked within our agreed SLA’s, to the highest quality. Ensuring effective communication of work request/queue status, and potential blockers, to appropriate stakeholders Ensuring effective communication to haysmacintyre more »
document, and define critical services/processes and associated KPIs to be measured. Create periodic dashboards, scorecards and reports to demonstrate IT performance against SLA/KPI. Define and maintain a list of all IT services and applications in use for allocated schools/business units as part of the more »
up-to-date, relevant and maintenance to high-level, to comply with the Bank's auditing principals and processes. Ensure the Support Team achieve SLA targets the business outlines and be part of a proficient and proactive Support Unit Ability to educate and support User bases of varied level of more »
updates. •Act as a senior escalation point for high level escalations from the customer and internally. •Produce monthly management reporting to track SLA/KPI performance and call out the highs and lows for the month. •Accountable for any risks assigned to Infrastructure Operations, ensuring there is more »
either by applying knowledge you have gained or researching fixes. Use Autotask to log, monitor and pick up tickets. Manage ticket queues to ensure SLA’s are met. Proactively check monitoring alerts, diagnose faults, and raise awareness of issues with the customer. Supporting servers, desktops, laptops, applications, mobile phones. Communicate more »
using skills in active listening and problem solving • Respond to customers in a timely manner, with the appropriate level of priority within the stated SLA • Track all issues in a standard tracking system such as Microsoft Dynamics • Document server-side issues using ticketing software such as Jira • Create and manage more »
a commutable distance to Central London and happy to commute daily Strong customer-focused skills A process-driven, meticulous individual who can adhere to SLA targets Desirable Experience with MDM tools for MacOS and iOS such as JAMF, Okta or Addigy MSP or Financial Services experience Relevant certifications from vendors more »
depth working knowledge of service management processes (Incident, Problem and Change Management) Ability to deliver in a high-pressure, dynamic environment working to tight SLA's Good Knowledge on ServiceNow ITSM tool & Reporting module. Possess CompTIA Network+ CompTIA CySA+ & foundation certification in Linux or certified in IT operations & infrastructure technology more »
a timely, professional, and friendly service and provide 2nd line support for all calls that are logged either remotely or desk side. Working to SLA thresholds for incident(s), request(s) and problem(s), prioritising and managing workload effectively to deal with several open tickets. Floor-walking, desk based & remotely more »
Azure services across applications, data, infrastructure and security domains Have a deep understanding of D365 Customer service module with demonstrable background in case management, SLA management, routing and contact management Have a proven ability to design integration architecture required to interface with foundational components such as Active Directory, Exchange and more »
the delivery of services.Experience working within a SOC.Experience of working within technically complex environments or on a project with multiple participants.Experience of working to SLA & KPI measures.Ability to manage workload for themselves in pressurised environments to Time, Quality and Standards;A personable and flexible individual, who is willing to work more »
Assistance -Active Directory user starter/leaver process -Customer facing, support of internal banking staff, VIPs -Maintenance and support of desktops, laptops, Blackberry's -SLA targets -Ad-hoc project involvement Main skills required are: -Experience supporting desktop platforms for banking environments -Experience in operational deployments. Desktop, operating system refresh cycle more »
other. Onsite IT Support Technician - primary responsibilities therefore include: To manage incidents and customer requests from receipt to resolution and closure To ensure servicelevelagreement standards are met To maintain high levels of customer satisfaction To promptly complete any admin paperwork and documentation Keep accurate records of all site more »
