1 to 25 of 241 SLA Jobs in England

escalated issues, diagnose root causes, and drive long-term fixes while working closely with an MSP when required. Manage incidents and service requests within SLA, providing clear updates and ensuring high-quality documentation. Support and administer core systems including Active Directory, Microsoft 365, endpoint security, MDM, and device builds/ ...

internal training programs to advance to higher technical levels Proactively utilise the online training portals made available Key Performance Indicators (KPIs) Handle ticket within SLA after being escalated First-time resolution of complex issues Customer satisfaction ratings (CSAT) for escalated tickets resolved Proactive issue identification and resolution rates Accurate time ...

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 ...

Winnersh site, including incident resolution and request management Log, categorise, prioritise, and resolve incidents and service requests using the approved ITSM tool, ensuring SLA adherence. Deliver day-to-day on-site IT support for office users, systems, and devices Install, configure, and maintain operating systems, applications, and hardware Manage desktop ...

Winnersh site, including incident resolution and request management Log, categorise, prioritise, and resolve incidents and service requests using the approved ITSM tool, ensuring SLA adherence. Deliver day-to-day on-site IT support for office users, systems, and devices Install, configure, and maintain operating systems, applications, and hardware Manage desktop ...

timely updates to clients. Escalate complex or high-priority issues to 3rd Line engineers as needed. Contribute to a busy service desk environment, maintaining SLA targets and quality standards. Essential Skills & Experience Experience in a 2nd Line support role, ideally within an MSP or managed IT environment. Knowledge of Microsoft ...

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 ...

Operational Excellence Service Lifecycle Management: Oversee the complete AV service lifecycle, ensuring hardware, software, and support workflows are optimized from installation to retirement. SLA & KPI Ownership: Define, maintain, and report on key operational metrics and Service Level Agreements (SLAs). Drive strict adherence to targets and present performance data ...

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 ...

services, tools and processes administered and supported by Service Desk Improve end user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables Support the Service Desk team by providing guidance on analysis, troubleshooting and problem solving to help expedite resolution when escalating ...

support requests over the telephone or by email Using remote control tools and technologies to assist end users as required Adhering to the Service Level Agreement provided to the Business Inducting new starters to provide them an introduction and overview of our systems Documenting systems and procedures as implemented ...

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 ...

excellent opportunity for an analytical, detail-oriented professional who is passionate about data-driven decision making within a complex technology landscape. Key Responsibilities SLA, KPI & Performance Reporting Build and maintain dashboards, reports, and scorecards covering SLAs, KPIs, OLAs, and operational metrics. Monitor trends to identify risks, bottlenecks, and improvement opportunities. ...

input on infrastructure projects and migrations Mentor and provide escalation support to 1st and 2nd line engineers Ensure systems are secure, stable, and meeting SLA requirements Essential Skills UK Driving License required for occasional client visits Proven experience in a 3rd Line Engineer/Senior Infrastructure Engineer role Strong hands ...

well as any Client site requirements. In addition, the QHSE Associate will be responsible for the following Conduct Audits and other assessments within defined SLA timelines (e.g., 10 business days for manual audits). Ensure audit quality and compliance with Avetta protocols (≥95% per quarter). Provide technical guidance ...

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 ...

house IT & Digital teams that operate ITIL 4 service management processes and are structured into: Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management) Service Improvement (change requests, release management & business relationship management) As a vital member of the team, you will play ...

accurate registration of new incidents and requests Manage incidents and requests through to resolution to ensure agreed SLAs are met Achievement of teams SLA’s & KPI’s adhering to accepted Technology Services processes and principles Aim to fix user issues at the first point of contact to increase customer satisfaction ...

updating knowledge bases, following established processes, and maintaining accurate asset records. Key Responsibilities: Respond promptly to incidents and service requests, resolving issues within published SLA targets. Escalate complex incidents appropriately within the IT team. Maintain accurate records and documentation in line with IT processes. Update Standard Operating Procedures (SOPs ...