1 to 25 of 221 SLA Jobs in England

cloud infrastructure. Key Responsibilities Deliver professional, timely 2nd line support via phone, remote tools, and on-site visits, ensuring issues are resolved within SLA targets. Troubleshoot and resolve complex hardware, software, cloud, and networking issues, escalating where appropriate. Collaborate with 1st and 3rd line teams, vendors, and third parties ...

issues, maintaining high service standards, and contributing to continuous improvement across client environments. Key Responsibilities Resolve 2nd line and escalated IT support tickets within SLA Troubleshoot issues across infrastructure, cloud, and end-user environments Provide on-site support during scheduled client visits Monitor and resolve alerts from system monitoring tools ...

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 ...

technical support in relation to escalated and/or ongoing service incidents and continued knowledge development.* Manage system jobs and schedules, whilst working to SLA’s .* Support change management activities.* Adherence to all documented policies and procedures in the support of service and service availability.* To provide amendments ...

processes. Enhancing onboarding and offboarding processes, including user accounts, access, and device setup. Monitoring support performance through reporting on ticket trends, resolution times, and SLA adherence. Providing accurate reporting on support performance, risks, and opportunities for improvement. Working closely with IT leadership to align support services with wider business objectives. ...

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 ...

migrations, software implementations, and asset register management. Documentation & Reporting · Maintain accurate and up-to-date documentation of incidents, resolutions, and system configurations. Contribute to SLA adherence, reporting, and continuous service improvement initiatives. User Support & Training · Provide end-user support and guidance, ensuring effective use of IT systems and promoting best ...

primary point of contact for IT support and service requests Oversee 1st and 2nd line support operations, ensuring high-quality customer service and SLA achievement Manage workload allocation, resource planning, and day-to-day operational performance Drive proactive problem management, trend analysis, and preventative measures to reduce recurring incidents ...

Ensure effective flow of information between adjacent processes e.g. Changes to Incidents to Problems, where required Manage all key KPIs and SPIs and maintain SLA adherence throughout reporting period Present and relay, often complex, technical information to customer stakeholders in a straight-forward, digestible manner Act as escalation point ...

incidents and customer requests from initial receipt through to resolution and closure Provide professional, friendly and efficient IT support to end users Ensure service level agreement standards are met Troubleshoot and resolve a range of hardware, software, network and cloud-related issues Complete admin tasks, documentation and support records accurately ...

DHCP) Experience with Intune/MDM is highly desirable Exposure to backup solutions, antivirus, and endpoint security tools Familiarity with ticketing systems and SLA-driven environments Excellent troubleshooting and communication skills Desirable Microsoft certifications (MS-900, AZ-900, MS-102 etc.) but not essential with plenty of hands on experience ...

remediate incidents identified through security and monitoring platforms (e.g. M365 XDR, MDR/SIEM tooling). Own incidents through their full lifecycle, ensuring SLA compliance and clear stakeholder communication. Work closely with 1st/2nd Line teams, providing escalation support and technical guidance. Identify root causes of recurring issues ...

remediate incidents identified through security and monitoring platforms (e.g. M365 XDR, MDR/SIEM tooling). Own incidents through their full lifecycle, ensuring SLA compliance and clear stakeholder communication. Work closely with 1st/2nd Line teams, providing escalation support and technical guidance. Identify root causes of recurring issues ...

mobile devices over a multiple sites. Typically, this is achieved via the Service Desk function within the Trust, which adheres to pre-defined SLA's and also Governmental recognized National Standards (ITIL). You will have good experience of supporting both software and hardware, with good knowledge of Windows Server ...

reports, and serving as an escalation point for both internal and external stakeholders. DUTIES & RESPONSIBILITIES: Oversee service operations, incidents, and ITIL processes to ensure SLA compliance. Improve service delivery through trend analysis and process improvements. Manage customer service reviews, reporting, and stakeholder relationships. Drive continuous improvement and operational efficiency initiatives. ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning, cutting ...

face Team player but also happy to work alone at times. Demonstratable experience of 1 line support: Experience of ITSM ticketing systems, working with SLA’s and prioritizing incidents. Experience supporting both deskside and remote users Hours and Days: Monday to Friday, 37.5 hours a week, shifts on a rota ...

Security Controls Ensure internal systems are managed to the highest standard by following industry best practice Demonstrate good problem management ownership and prevention of SLA breach under Incident/Problem Management processes Actively contribute to the development of existing and new IT process and procedures to enhance service transition ...

escalation point for complex 3rd line technical issues across infrastructure, servers, and networking Provide support services to both contracted and non-contracted clients, ensuring SLA compliance Assist with pre-sales activities, including technical design, surveys, and solution recommendations Collaborate with internal teams and stakeholders to ensure smooth project delivery Recommend ...

DHCP) Experience with Intune/MDM is highly desirable Exposure to backup solutions, antivirus, and endpoint security tools Familiarity with ticketing systems and SLA-driven environments Excellent troubleshooting and communication skills Desirable Microsoft certifications (MS-900, AZ-900, MS-102 etc.) but not essential with plenty of hands on experience ...

Strong troubleshooting skills across Windows 10/11 environments Good knowledge of O365, Active Directory, Exchange and Intune Solid ticket management experience in an SLA-driven environment Customer-first mindset and excellent communication skills Curious, proactive, and keen to learn someone who takes real ownership ITIL awareness or certification (desirable ...

raised by MPS colleagues for access to systems, resources and equipment. Ensure that work is completed in line with agreed quality guidelines and that SLA/KPI targets are met Effectively classify and prioritise incidents and escalate to Team Leader where appropriate. The Ideal Candidate We are looking for: Proven ...

support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Defender) Active Directory (user management, permissions) Microsoft Intune (device enrolment, compliance) ITSM tools (e.g. ServiceNow) and SLA-driven support Azure (Entra) Microsoft Defender/Sentinel Basic networking (DNS, DHCP, VPN) The right fit Someone practical, organised, and easy to work with ...

support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Defender) Active Directory (user management, permissions) Microsoft Intune (device enrolment, compliance) ITSM tools (e.g. ServiceNow) and SLA-driven support Azure (Entra) Microsoft Defender/Sentinel Basic networking (DNS, DHCP, VPN) The right fit Someone practical, organised, and easy to work with ...

best practices. Log, manage, and progress incidents and service requests accurately within the ITSM tool, taking ownership through agreed ITIL processes and working towards SLA targets. Contribute to team performance and quality standards, ensuring support is available during operational hours and escalating issues appropriately. Maintain and update the IT knowledgebase ...