1 to 25 of 282 SLA Jobs in England

Starter Provisioning: Support onboarding processes and configure user accounts, devices and access Vendor Liaison: Escalate application issues to third-party software vendors where required SLA Management: Manage P1 incidents and priority tickets in line with agreed service level agreements Call Queue Ownership: Maintain accurate ticket documentation and provide regular client ...

Line IT Service Desk Engineer Skills & Experience: Minimum 3 years previous experience in a similar role as a 2nd Line IT Support in an SLA, CSAT, ITIL driven environment Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade Working understanding of Active Directory ...

Microsoft 365 migrations, firewall upgrades, and infrastructure rollouts. Security & Compliance: Implement security best practices, manage firewall policies (NAT, VIPs), and ensure systems meet SLA and data security requirements. Mentorship: Provide technical guidance and training to junior engineers to improve overall team capability. Client Site Visits: Attend customer locations for physical ...

with at least one year of hands-on IT support experience within a professional services setting. You will be confident working in a structured, SLA-driven environment and comfortable balancing competing priorities. Key attributes and experience include: Strong customer service skills across phone, face-to-face and digital channels ...

both independently and collaboratively within a team Key Responsibilities Delivering 2nd line support remotely and occasionally on-site as required Managing open tickets within SLA, maintaining ownership until resolution Collaborating with team members, clients, and suppliers to resolve issues and manage expectations Creating, updating, and reviewing knowledge base articles Acting ...

broad technology estate Taking a hands-on approach to troubleshooting hardware, applications and system issues Managing escalated Problems and Known Errors within agreed SLA and KPI timeframes Designing and implementing automation measures where appropriate Supporting and mentoring other IT team members Supporting core technologies including Windows, Azure Virtual Desktop ...

internal teams and clients. We use HaloITSM as our primary helpdesk and ITSM platform – an intuitive, ITIL-aligned tool that empowers fast incident management, SLA tracking, and efficient service delivery. We're looking for a motivated First Line Support Technician to join our team and be the first point ...

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 ...

Digital Change Advisory Board (CAB) Supplier & Stakeholder Management Act as the operational lead for third-party infrastructure providers, ensuring contractual performance and SLA adherence Represent DHU at supplier meetings, service reviews, and technical forums Work closely with clinical, non-clinical, technical, and non-technical stakeholders to minimise service impact Security ...

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 ...

with detailed documentation of actions taken. Maintain clear communication with users throughout the ticket lifecycle to manage expectations. Monitor ticket queues to ensure timely SLA compliance and follow-ups. Identify recurring issues and suggest process or training improvements. ITIL & Best Practice Adherence Work within ITIL-aligned processes for Incident, Request ...

from legacy platforms.* Global Meraki/Cisco networking (SD‐WAN, Wi‐Fi, switching, security appliances) ensuring secure, highly available connectivity.* MSP/vendor oversight, SLA management, and continuous service improvement.* Regulatory and audit compliance across all infrastructure domains, including GDPR and FCA-aligned controls.**Skills & Experience Required****Technical Expertise*** Deep ...

solutions). Troubleshooting and resolving application issues while minimising business disruption. Monitoring system performance, including batch jobs and integrations. Managing support tickets within agreed SLA timeframes (some occasional out-of-hours work). Supporting upgrades, testing cycles, and deployments from test to live environments. Acting as a bridge between technical ...

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 ...

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 ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...

user best practices, identifying and mitigating repeatable cases and creating knowledge base articles (KBA's). Responsibility for resolving Incidents and Service Requests to SLA using tools such as Service Now, SCCM and Intune. Accurate IT hardware management using a Configuration Management Database (CMDB) and Active Directory (AD). Requirement ...

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 ...

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 ...

Service Management To ensure that all logged tickets are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs). Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary. Manage calls with 3rd party suppliers where necessary ...

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 ...

hosting call centre functionality for both Primary and Acute health care. Service Desk - Monitor call flows and follow up any breaches of the SLA following ITIL best practice. The team work closely with the other operational teams to develop scripts to ensure that the calls are handled quickly and efficiently ...

relates to system configuration, mapping and processes Infrastructure life cycle management and capacity planning Liaise with third party suppliers to ensure resolution to agreed SLA's and standards Following a period of training and assessment, form part of the 24x7 duty rota (1 in every 4/5 weeks) Work ...

root cause analysis and taking steps to mitigate the threat. Take immediate action on potential and identified cyber security incidents in accordance with agreed SLA's and KPI's. Proactively research emerging threats and vulnerabilities to find and address potential weaknesses before they are exploited. Identify potential weaknesses in systems ...