1 to 25 of 198 SLA Jobs in England

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 ...

Support: Configure devices, user accounts and access permissions for new starters Vendor Liaison: Work with third-party suppliers to resolve application and system issues SLA Management: Manage priority tickets and ensure delivery within agreed service levels Documentation: Maintain accurate records, updates and technical documentation VIP Support: Deliver high-quality support ...

line support where required Support user and device administration (M365, Entra ID, Intune) Assist with onsite support and project activities Maintain knowledgebase documentation Support SLA adherence and service quality standards Identify and escalate potential security incidents Technical Environment Microsoft Windows Desktop & Server Microsoft 365 Microsoft Entra ID Microsoft Intune ITSM ...

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 ...

issue handling) Strong troubleshooting across Windows, Microsoft 365, enterprise apps, identity and access, and end-user hardware Experience with ITSM tools (e.g. ServiceNow) and SLA-driven environments Knowledge of Teams Rooms, AV, video conferencing, and telephony systems Experience with SharePoint and automation tools (Power Automate, Power Apps, Power BI, Chatbots ...

Provide remote and desk-side support, escalating to Level 3 support teams as required. * Log, track, and prioritize tickets in the ITSM tool, ensuring SLA adherence. * Deliver high-quality, customer-focused communication and technical guidance. * Perform user account administration (Active Directory, O365, VPN, email, etc.). * Document solutions and contribute ...

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 ...

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 ...

chat Logging and updating support tickets within the Company's Incident Management Application Resolving support calls in a quick and efficient manner whilst meeting SLA's To escalate calls where necessary to the Desktop Team and/or Infrastructure Team To complete company provided training to ensure you have what ...

technical issues, with a strong focus on first-time fix. Support Microsoft 365, Windows devices, networking, wireless, printing and education-specific systems. Ensure service level agreement standards are met. Provide exceptional service to staff, students and other stakeholders. Keep accurate records of all support activity and site information using ...

Monitor and manage infrastructure alerts across cloud and on-premise environments Investigate, troubleshoot, and resolve infrastructure incidents Manage ticket lifecycles through ITSM processes and SLA targets Perform daily backup validation and support remediation activities Support monthly patching activities across Windows, Linux, Azure, and VMware estates Assist with Azure and VMware ...

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 ...

backup, and security controls, working to refine and improve where needed Service Delivery Management Ensure support requests are worked and resolved in line with SLA commitments Monitor ticket queues, response times, resolution quality, and customer satisfaction Maintain and improve internal knowledge base content, runbooks, and documentation Oversee internal IT support ...

managing major incidents and driving issue resolution through to root cause. Knowledge of incident, problem, and change management processes. Experience operating within KPI and SLA-driven service environments. Strong people leadership and stakeholder management skills. Excellent analytical and problem-solving abilities. Ability to balance operational delivery with continuous improvement initiatives. ...

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 ...

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 ...

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 ...

support analysts Deliver software changes, projects, and BAU enhancements Plan and manage workloads, timelines, and resource allocation Ensure effective application support, incident management, and SLA adherence Implement monitoring, performance tuning, and optimisation strategies Manage vendor relationships and ensure third-party support continuity Oversee application upgrades, patches, and maintenance with minimal ...

processes Manage user access (provisioning, de-provisioning, and access reviews) Monitor system performance and proactively address issues Respond to incidents and service requests, ensuring SLA adherence Troubleshoot and resolve application issues, conducting root cause analysis Support system configurations, integrations, and deployments Partner with Information Security to remediate vulnerabilities and support ...

team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience Service Reporting Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks Develop and maintain dashboards in relevant Service Management toolsets Support audit evidence gathering and compliance checks as required Continuous ...

environments. Experience of leading teams, including Service Delivery Managers. Knowledge of working with service management tooling, this client uses ServiceNow. Knowledge of setting up SLA's/OLA's. ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation certification. Evidence of delivering services to standards such as ISO9001/ ...

service desk engineers, driving performance and professional growth Act as the senior escalation point for complex technical issues, ensuring swift and effective resolution Own SLA management, ticket workflows, resource planning, and shift coverage across the service desk Monitor and report on team KPIs and metrics, presenting findings to senior leadership ...

improvement over legacy systems. TSM/TSOM/CPQT/SPMT Implementation Architect and deliver Telecoms Service Management solutions including service catalogue design, SLA management, fulfilment workflows, and customer-facing portals. Lead TSOM implementations covering discovery, service mapping, and AIOps integrations for proactive operations. Design CPQT solutions for telecommunications product ...

deployment, security hardening and infrastructure optimisation Act as a senior escalation point and mentor for IT support teams Develop documentation, improve processes and ensure SLA compliance What we're looking for Essential: Strong Microsoft 365 administration and Azure AD/Entra ID identity management experience Experience managing Intune policies, device ...