1 to 25 of 317 SLA Jobs in England

Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the More ❯

achieved. Leading, mentoring and supporting the 1st Line Service Desk team. Monitoring and managing ticket queues to ensure timely resolution and accurate escalation. Maintaining strong client communication and ensuring SLA adherence. Assisting with complex or high-priority technical issues where required. Analysing performance metrics and identifying process improvements. Working with senior engineers and the Head of Technical Department to ensure More ❯

with experience in incident, change, and 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 to ensure continuity of service More ❯

on role with leadership responsibilities, offering the opportunity to make a real impact on service delivery. Key Responsibilities Deliver 2nd Line IT and Telecoms support across the organisation, ensuring SLA compliance. Mentor and coach 1st Line Service Desk team members, supporting their development and maintaining training records. Lead by example in call handling, ticket resolution, and service desk operations. Analyse More ❯

how-to' support for Office 365 apps Escalate complex issues to second-line support with clear documentation Keep users informed throughout the ticket lifecycle Monitor ticket queues to meet SLA targets Support onboarding/offboarding and maintain IT documentation Required Skills Experience in IT support or service desk roles Must have HALO ITSM ticketing system experience Strong knowledge of Microsoft More ❯

how-to" support for Office 365 apps Escalate complex issues to second-line support with clear documentation Keep users informed throughout the ticket lifecycle Monitor ticket queues to meet SLA targets Support onboarding/offboarding and maintain IT documentation Required Skills Experience in IT support or service desk roles Familiarity with HALO ITSM or similar ticketing systems Strong knowledge of More ❯

s Joiners, Movers, and Leavers (JML) process. You will provide essential administrative and coordination support to ensure that the department runs efficiently performing duties such as team scheduling, reporting, SLA monitoring, documentation, IT procurement, stakeholder management, along with looking at continuous improvement activities. This role would suit someone with a background in Administration, Service Delivery, IT Operations, IT Coordination, Executive More ❯

effectiveness of the system and IT support function Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals. Working within given SLA's maintaining a good quality of service across the group. Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group More ❯

technical IT support - both remotely and physically * Support projects as required, such as a current laptop build and deployment project * Ensuring that issues are being resolved in accordance to SLA's and service excellence is upheld whilst ensuring all calls are accurately logged within the IT Service Management (ITSM) tool. * Respond to service requests including resetting passwords, unlocking user accounts More ❯

reporting, and build long-term relationships by understanding client goals, challenges, and success metrics. Confidently handle conversations up to C-level. Drive data-driven reporting : Monitor and report on SLA metrics, create service reports, and support licensing, capacity, and availability planning. Transparency is key. Champion process improvement : Identify root causes, streamline workflows, and introduce innovations that enhance client outcomes. Collaborate More ❯

as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or major service outages. Process starters, leavers, and amendments promptly and within SLA where defined. Identify opportunities and assist in implementing recommendations to reduce or remove common support issues through training, technology, or improved processes. Contribute to delivering IT projects where assigned, ensuring More ❯

Video conference support for meeting room and events. Vendor coordination for hardware/spare replacement Incident Management, service Request management, asset Management Support Queue Management to avoid and SLA misses Ability to work independently and in a team environment. Ability to communicate well with internal and external contacts. Provide strong customer service for internal IT teams as well as Business More ❯

and troubleshoot complex problems to identify effective solutions. Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers. Escalate high-priority incidents and non-conformance with SLA as needed. Provide guidance and assistance to end-users on system functionality, processes, and best practices. Effectively manage and prioritise the outstanding call list. Proactively monitor and update assigned incidents More ❯

Work closely with 1st Line team to provide guidance, ensure smooth hand-over, maintain knowledge base and drive continuous improvement. Participate in change management, patching rollouts, service improvements and SLA/quality assurance. Provide expert support for telephony and VoIP systems, business mobile networks, intercoms and associated connectivity. Perform root-cause analysis for recurring incidents and implement corrective/preventative More ❯

an advantage. Providing support, including procedural documentation and relevant reports. Supporting the roll-out of new applications and setting up new user accounts/passwords etc. Responding within agreed SLA’s to call-outs. Prioritising and managing a range of open cases at any one time. Establish working relationships with customers and suppliers. Training You will be self-motivated with More ❯

abilities. Highly organised, proactive, and self-motivated. Graduate calibre or equivalent professional experience. Ability to prioritise tasks and work effectively under pressure. Strong understanding of customer success principles and SLA management. Capability to bridge the gap between technology and business needs. More ❯

management Networking concepts (TCP/IP, DNS, DHCP), Routers, Firewalls Windows Server Administration Advantageous Experience Managed Service Provider (MSP) background ITIL v3/v4 Foundation Certification or ITIL experience SLA-focused service delivery High-volume call management ISO27001 security framework knowledge VOIP (PBX, SIP), Teams Phone Microsoft Terminal Services/RDS administration Professional Requirements Excellent written and spoken English Outstanding More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

development plans * Own and optimise the ServiceNow platform, driving adoption and alignment with organisational goals * Manage daily operations, allocate resources effectively and monitor incident and request trends to ensure SLA compliance * Embed ITIL best practices across all service management disciplines, including Incident, Problem, Change, Release and Major Incident Management * Oversee third-party service providers, ensuring contractual and performance standards are More ❯

applications team, End user security management. Required experience: Extensive Service Desk experience: Running a modern user centric support function in an international business. Creation, monitoring and reporting of relevant SLA and KPI metrics Acting as an ambassador to end users, and working directly with users to meet their needs Management of ITSM tools (service desk, auto deployment, patching, remote support More ❯

initiatives. Create and maintain support processes, technical documentation, and internal procedures. Liaise with third-party vendors to triage and resolve support issues. Manage support tickets and incidents within agreed SLA timeframes. Maintain relationships with suppliers for services such as IaaS, managed printing, and software vendors. Install, configure, and maintain servers, PCs, and software. Conduct scheduled maintenance, backups, and monitoring activities. More ❯

solving complex challenges while supporting others to grow, this could be your next step. You will: Leadership & Delivery: Manage a small team of engineers, oversee work allocation, and ensure SLA/KPI targets are met. Technical Expertise: Act as a senior escalation point, approve high-risk changes, and contribute to technical projects and onboarding. Automation & Innovation: Identify opportunities to streamline More ❯

support to all staff. Office, whilst also providing remote support alongside the rest of the Service Desk team in all other offices Diagnosing and troubleshooting incoming incidents within agreed SLA targets Providing general support and maintenance of all laptops and mobile devices Office 365 administration Maintaining the Software and Hardware inventories Assisting the IT department in any projects they are More ❯

support to all staff. Office, whilst also providing remote support alongside the rest of the Service Desk team in all other offices Diagnosing and troubleshooting incoming incidents within agreed SLA targets Providing general support and maintenance of all laptops and mobile devices Office 365 administration Maintaining the Software and Hardware inventories Assisting the IT department in any projects they are More ❯