1 to 25 of 303 SLA Jobs

appropriate teams or individuals in line with incident management processes, keeping users informed of progress. Log and manage incidents with third-party suppliers, monitoring SLA performance and escalating where necessary. Work both independently and collaboratively to achieve individual and team KPIs. Ensure incidents and service requests are resolved within agreed ...

technical support across Microsoft technologies Lead, support, and mentor Service Desk Engineers (1st/2nd Line) Ensure incidents and service requests are resolved within SLA Own problem management and root cause analysis Assist with onboarding new clients and service transitions Maintain accurate documentation and knowledge base articles Work in line ...

advanced 2nd line support to end users, owning incidents through to resolution and acting as a technical escalation point for 1st line. Working within SLA and ITIL frameworks, you will deliver a professional, customer-focused service while contributing to continuous improvement and knowledge sharing. Key responsibilities include: Resolving and owning ...

part of a team. Organised. Good at creating and keeping documentation up to date. Ability to prioritise workload in a fast-paced, SLA-driven environment Right to work in the UK and Full UK driving license and willingness to travel to customers sites. (Essential) Excellent communicator and interpersonal skills ...

their ability Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business Experience working to Service Level Agreement targets Ability to use remote control tools and provide effective telephone/remote support Experience providing PC support including image creation, building, configuring and troubleshooting ...

user administration A logical thinker with excellent troubleshooting and problem-solving skills Proven experience supporting remote users Ability to prioritise multiple tickets within SLA targets A team player with a positive, proactive attitude willing to learn Ability to be flexible and work to changing priorities 1 st Line Analyst - Central ...

providing a world class level of customer service. Progress Incident/Change/Problem tickets via ServiceNow in an MSP environment adhering to SLA’s, OLA’s & KPI’s Provide 1st and 2nd Line remote desktop support to Exponential-e customers with occasional customer site visits. Provide the highest standard ...

Office (365), Antivirus, Printers & Active Directory Achieve both personal and team Golden KPIs targets such as customer satisfaction Working in order of SLA and priority of tickets System documentation Requirements Great customer service skills Positive and passionate about technology Good problem solving skills 1st Line level Experience with most ...

problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required ...

Service Desk, ensuring high-quality support, system reliability, and continuous improvement across the business. Key Responsibilities* Manage and develop the IT Support team, ensuring SLA and service standards are consistently met. * Act as the escalation point for complex technical issues and incidents. * Oversee IT infrastructure, hardware, and cloud platforms including ...

site presence and acting as a professional ambassador for the onsite support service Ticket Management: Managing your call queue effectively, prioritising workload, and ensuring SLA adherence Customer Communication: Providing regular updates to users using appropriate communication channels Documentation Quality: Ensuring all ticket information is accurate, detailed, and of a high ...

understanding of security tooling, SIEM, EDR, vulnerability/incident management, as well good written and verbal communication and being used to working to SLA’s Holding CompTIA Security, Microsoft Azure Fundamentals/Administrator and ITIL Foundation status/accreditation would be an advantage. This role will be based in Maidenhead ...

clients existing environments (server, security, monitoring, backups) Assist the IT Ops team in 3rd line technical escalations for BAU issues. Ensuring defined SLA’s and KPI’s are met and continuity of service is maintained. Create and maintain comprehensive documentation of infrastructure, configurations and procedures. Regular updating to end users ...

intermediate escalation point and technical mentor for other members of the analyst team. Operate and manage security incidents and requests to SLA guidelines. Review, action, and escalate, any unusual event behaviour identified. Assist with development and maintenance of the Firm-wide security infrastructure configuration, policies and procedures, identifying improvements ...

first-line point of contact for users via phone, email, and ticketing system Log, categorise, prioritise, and manage support tickets in line with SLA requirements Provide day-to-day support for Active Directory, including user account management, group policies, and permissions Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) Troubleshoot ...

ensuring incidents and requests are resolved efficiently and within agreed service levels. Your responsibilities will include: Providing 2nd line technical support , resolving incidents within SLA targets and maintaining a low incident rate. Completing assigned tasks accurately and within agreed timeframes. Handling Non-Standard Requests (NSR) in line with agreed delivery ...

audits by providing evidence of change governance and traceability . Reporting & Continuous Improvement Track and report on change metrics (volumes, success rates, failure trends, SLA adherence). Identify opportunities to improve change processes, reduce risk, and enhance automation . Work closely with DevOps, Release Management, and Configuration Management teams ...

ticketing systems, great at troubleshooting incidents around networking, hardware, software, cloud services. Liasing with vendors and 3rd party providers, resolving issues to agreeded SLA's. Patching, patch management, patch systems & software experience is essential to egularly test and patch systems and software to ensure security and functionality. Strong commerical working ...

resolving escalated issues across Windows Server, Active Directory, Microsoft 365, cloud and networking technologies Taking ownership of tickets from start to finish, ensuring SLA adherence and excellent customer outcomes Working closely with 1st line teams and escalating to 3rd line where appropriate Contributing to continuous service improvement, documentation and client ...

week at our offices, so please bear this in mind when applying What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk ...

first point of contact for IT issues, logging and resolving tickets via Freshdesk. You will ensure tickets are prioritized correctly according to business impact (SLA). User Lifecycle Management: Handling the full onboarding and offboarding process, including account creation in Active Directory, assigning Office 365 licenses, and setting up permissions. ...

multi-system environment. Strong understanding of application architecture, integration, and lifecycle management. Demonstrated experience leading application support and development teams, including vendor management and SLA delivery. Experience of modern platforms such as Microsoft Azure, M365, Power Platform, or equivalent enterprise ecosystems. Knowledge of integration technologies (APIs, middleware ...

incident management process, ensuring users are informed of the progress of their requests. Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, escalate incidents using the pre-defined escalation process. Work individually and as a team to ensure that all individual and team KPIs ...

administration Support hardware, peripherals, and meeting room technology Escalate complex issues to 2nd line teams with clear documentation Deliver excellent customer service and maintain SLA standards Essential Skills & Experience Experience in a 1st Line IT Support role (MSP exposure beneficial) Working knowledge of Windows OS and Microsoft 365 Basic Active ...

improvement Produce and maintain business documentation in line with document control standards Attend and present at internal and external stakeholder reviews, including: Financial reports SLA and performance reports Problem management reports Contract risk registers Actions register Contract Services Manager - Who you are: You will have a background in managing ...