1 to 25 of 243 SLA Jobs in England

processes. Mobile device support (iOS and Android). Teams telephony, printers and other end-user technologies. IT Service Management (ITSM) tools and working within SLA-driven service desks. Troubleshooting technical issues with strong analytical and problem-solving skills. You'll also have: Excellent communication and customer service skills. A proactive ...

deskside support, escalating complex issues to third-line teams when necessary. Log, track, prioritise, and manage tickets within the ITSM platform while ensuring SLA compliance. Provide clear, professional, and customer-focused technical guidance. Administer user accounts across Active Directory, Microsoft 365, VPN, email, and related systems. Create and maintain knowledge ...

within ITIL-aligned service management processes, including: Incident Management Problem Management Change Management Request Fulfilment Ensure all tickets, escalations, and technical activities meet agreed SLA targets. Support continual service improvement and preventative actions for recurring issues. Participate in on-call support rota (approximately one week per month). Technical Knowledge ...

processes. Mobile device support (iOS and Android). Teams telephony, printers and other end-user technologies. IT Service Management (ITSM) tools and working within SLA-driven service desks. Troubleshooting technical issues with strong analytical and problem-solving skills. You'll also have: Excellent communication and customer service skills. A proactive ...

reviews, and asset management. Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications. Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals. Participate in after-hours support, escalation rotations, and major incident response activities as required. ...

ability to engage effectively with both technical and non-technical stakeholders. Ability to manage multiple priorities while maintaining attention to detail and meeting SLA commitments. Technical Skills Experience with a number of the following technologies is highly desirable: Microsoft 365 Windows 11 Microsoft Exchange Online Microsoft Entra ID Microsoft Intune ...

Disaster Recovery Microsoft security solutions Cyber security best practice Security hardening Compliance and resilience Service Delivery Deliver outstanding 2nd and 3rd Line support. Maintain SLA performance across all customer tickets. Use Atera RMM to manage and resolve incidents. Maintain accurate technical documentation within Hudu. Attend customer sites to install, configure ...

M365, collaboration tools, AV and meeting rooms Support business-critical meetings, events and senior stakeholder needs Manage tickets via ServiceNow, ensuring clear communication and SLA adherence Collaborate with wider IT teams and partners to resolve complex issues Contribute to service improvement, knowledge sharing and user guidance What You'll Bring ...

Support Engineer, Technical Analyst, Support Analyst, Customer Support Engineer, Enterprise Software, SaaS Support, Software Configuration, Troubleshooting, Incident Management, Problem Management, Service Management, Ticket Management, SLA Management, Networking, Network Infrastructure, TCP/IP, DNS, DHCP, VPN, LAN, WAN, Routers, Switches, Network Monitoring, Windows, Windows Server, Linux, Unix, Active Directory ...

across Windows, macOS, and Linux (Microsoft Entra ID/Azure AD, Intune, JAMF, Microsoft 365, and endpoint security tooling). Strong service management discipline: SLA ownership, ITSM process design, and experience running a ticketing platform (Jira Service Management or equivalent). Track record of building metrics-driven support operations ...

including creation of Knowledge base articles and sharing technical fixes and information widely Ability to work under pressure and own initiative to meet deadlines SLA Effective team-player A commitment to ongoing Team and Personal development Ability to travel to other Birketts offices as required Hybrid Working ...

timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid ...

delivering outstanding customer service. What Success Looks Like Fast, professional customer responses and increased first-contact resolution. Well-managed ticket queues with consistently strong SLA performance. Engineers receiving accurate, well-triaged tickets. Smooth service delivery across IT, Print, Communications and Automation. Strong operational reporting and support for the Head ...

levels, ensuring issues are understood, expectations are managed, and regular updates are provided throughout the lifecycle of a ticket Prioritise workload effectively to meet SLA targets, ensuring timely response and resolution in line with agreed service levels Maintain accurate and detailed ticket notes to support transparency, handovers, and audit requirements ...

Knowledge of Hyper-V, VMware or other virtualisation platforms * Exposure to cyber security technologies including SIEM and MDR solutions * Experience working within ITIL or SLA-driven service environments * Knowledge of backup and disaster recovery solutions The Package Competitive salary (DOE) * Funded professional certifications and ongoing technical development * Exposure ...

environments Solid understanding of IT Service Management (ITSM), including incident, problem, and change management processes Experience with ITSM tools (e.g., Jira) and working within SLA-driven environments Familiarity with legacy systems connectivity (e.g., AS/400/iSeries) is highly beneficial ...

remain appropriate. ServiceNow Ticket Management: Own the ticket lifecycle for incoming incidents and service requests. Triage, categorise, prioritise, and either resolve or escalate. Maintain SLA compliance for response and update targets. Expected to handle 15-25 tickets per day across environments. Backup Validation: Perform daily Veeam Backup & Replication job status ...

times. The key role responsibilities include: Delivering end-to-end technical support, ownership, and resolution of client issues in line with agreed SLA/KPI targets. Travelling to client sites to deliver technical services, including project work and escalated support. Installing, configuring, and upgrading hardware and software, including servers ...

times. The key role responsibilities include: Delivering end-to-end technical support, ownership, and resolution of client issues in line with agreed SLA/KPI targets. Travelling to client sites to deliver technical services, including project work and escalated support. Installing, configuring, and upgrading hardware and software, including servers ...

initial 6-12 month contract , offering a strong day rate . You'll own the end-to-end delivery of IT managed services, ensuring SLA/KPI performance, customer satisfaction, and continual service improvement. This is a customer-facing role where you'll lead governance meetings, manage suppliers, drive ITIL ...

equipment and end-user devices. Investigate and resolve infrastructure issues including switches, Wi-Fi, cabling and network connectivity. Manage and prioritise support tickets, ensuring SLA targets are met. Maintain accurate documentation, asset registers, user accounts and change records. Deliver approved technical changes and small onsite IT projects. Work closely with ...

mobile devices Assisting with networking troubleshooting including TCP/IP, DNS, DHCP, and routing Maintaining clear, accurate, and up-to-date ticket documentation Ensuring SLA targets are consistently met Escalating complex or high-priority issues to 3rd Line engineers when required Contributing positively to a collaborative, customer-focused service desk ...

team leadership and project delivery across a varied client base. Key Responsibilities Lead, mentor, and develop Service Desk engineers, ensuring high ticket quality and SLA performance. Act as the senior escalation point for complex 2nd and 3rd line technical incidents and drive root-cause resolution. Plan and deliver infrastructure ...

maintain runbooks, knowledge articles and troubleshooting documentation. Identify opportunities to improve applications, automate support tasks and streamline operational processes. Escalate tickets at risk of SLA breach or with potential business impact. Support the assessment and resolution of security vulnerabilities and observations. Follow internal procedures for incident management, change control, risk ...

technical meetings and provide expert guidance to both technical and non-technical stakeholders. Support service delivery by maintaining high levels of customer satisfaction and SLA performance. Undertake occasional onsite visits where required. Continuous Improvement Identify recurring issues and implement long-term solutions. Drive improvements through automation, AI and process optimisation. ...