1 to 25 of 75 SLA Jobs in the South East

documentation as required. Supporting the delivery of face-to-face Maintainer and Administrator training on the NDH(D) capability. Analyse Monitoring service performance against SLA/OLA targets, including the analysis of Incident/Problem, Request and Change tickets and the creation of reports as required. Updating Maintenance Task Analysis ...

resolve escalated service desk tickets and complex technical issues Record, track and document incidents through to resolution Prioritise incidents and requests to ensure SLA compliance Install, configure and maintain hardware and software systems Support new starter and leaver processes, including device setup and access configuration Provide basic IT guidance ...

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 ...

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 ...

resolution of customer issues. Prioritising customer support requests to ensure that Sota maintains high levels of customer satisfaction and, where applicable, achieves its contracted SLA and KPI performance targets. Deliver technical support by performing troubleshooting and configuration of: Microsoft technologies (Windows Operating Systems, Microsoft 365, Exchange, etc.) Virtualisation technologies (Hyper ...

documentation as required. Supporting the delivery of face-to-face Maintainer and Administrator training on the NDH(D) capability. Analyse Monitoring service performance against SLA/OLA targets, including the analysis of Incident/Problem, Request and Change tickets and the creation of reports as required. Updating Maintenance Task Analysis ...

working closely with Vendors and Suppliers alike. Responsible for the resolution of Incidents raised against Configuration and Discovery tools, ensuring Incidents are resolved within SLA and Root Cause Analysis is completed and acted on where appropriate. Measure, monitor and report on the quality of the data in the Configuration Management ...

telephone communication skills Full clean driving licence, access to own vehicle & willingness to travel across the UK Ability to prioritise tasks to meet SLA requirements Calm under pressure, logical, and able to explain technical issues to non-technical users What can we offer you? Healthcare cash plan. This will give ...

scripting (PowerShell) Exposure to cyber security standards Additional languages About you - if you have: Confidently handling 1st-line tickets independently within probation Consistently meeting SLA targets Positive feedback from customers and colleagues Gradual progression into 2nd-line responsibilities Demonstrating initiative and a proactive approach to learning ...

support Unified Access Gateway (UAG) App Volumes Dynamic Environment Manager (DEM) Secure by Design principles and security framework compliance DR planning, testing and documentation SLA management and incident resolution Lifecycle and obsolescence management LLD production and maintenance Release notes and operational runbook authorship Change control processes Requirements gathering and solution ...

working with systems such as ticketing platforms, CRM tools, or workflow management systems Experience working to service levels, deadlines, or performance targets (for example SLA-based environments) Strong written and verbal communication skills, with the ability to communicate clearly and professionally with customers and internal teams Excellent organisational skills with ...

have English as their first language. Taking ownership of your own tickets making sure all tickets are updated and resolved within SLA set. Ability to work independently and meet deadlines consistently. Capability to work under pressure and prioritize tickets. Identify and escalate repeating tickets to other team members. Proficiency ...

SOPs and service documentation in Confluence. Support service improvements, value-stream optimisation and ISO 20000 compliance activities. Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules. Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through ...

stakeholders on progress. Take ownership of identified issues, understanding their full history and impact, and lead the timely resolution of issues to improve SLA performance and customer satisfaction. Provide timely, factual, and useful updates to Gigaclear customer-facing teams, senior leaders, and 3rd party wholesale support teams, displaying accountability ...

participation. Approve new Application/Service support models and challenge non-fit-for-purpose designs during Service Design. Govern Service Desk tooling, contractual components, SLA exceptions, and impacts of OpCo decentralisation. Act as primary escalation contact for complex incidents, GDPR-related issues, and global service impacts. Monitor performance, drive continuous ...

release products Provide training material for video based training content. Provide stats for the head of customer care in relation to the department SLA’s Experience: A university degree with includes Accountancy 6 Months Customer Service Experience A passion for software (the successful candidate will be supporting our software ...

release products Provide training material for video based training content. Provide stats for the head of customer care in relation to the department SLA’s Experience: A university degree with includes Accountancy 6 Months Customer Service Experience A passion for software (the successful candidate will be supporting our software ...

ITIL 4 Foundation. Experience of Project Management principles. Desirable: Prince 2 Practitioner qualification ITIL Release, Control & Validation qualification Performance Indicators Ensure Contract meets SLA performance targets Maintain and improve customer satisfaction levels Understand and adhere to policies and procedures Demonstrates relevant CC values & behaviours Costs minimized Keep skills ...

responsibilities Oversee BAU IT operations across multiple regions Coordinate with outsourced IT service providers and internal teams Support service reviews, vendor performance, and SLA tracking Monitor ticket trends, service quality, and recurring issues Help improve processes across onboarding, offboarding, access changes, and asset management Ensure structured processes are followed across ...

response to any IT enquiries. We have a 24hr helpdesk allowing you to report any issues and let the technical team respond to your SLA’s. ...

automation (PowerShell, Azure CLI, ARM/Bicep, Terraform, or similar). Experience with performance tuning, capacity planning, and resource optimization. Experience working in SLA-driven or incident-managed environments. Ability to work directly with end users of varying technical proficiency and translate technical issues into understandable terms. Experience leveraging ...

frameworks and procedures on vulnerability management to enhance effectiveness. Drive engagement with key third party service providers on vulnerability management, supporting effective reporting and SLA adherence. Assist in designing and implementing policies, procedures, and frameworks related to testing and vulnerability management. Refining and reporting on key metrics and contribute ...

Security ticket queue, taking ownership of tickets that are assigned to the Security team and managing through to resolution in line with ITIL, meeting SLA's and working with the IT team(s) as necessary. Company benefits: 30 Days annual leave plus 1 day, 2 weeks either side of your ...

consistent models for: Incident vs Request Priority frameworks Lifecycle management (including “Completed” vs “Closed”) Establish robust, executive-level reporting, including: Backlog and demand visibility SLA performance Trend and ageing analysis Improve demand capture and user processes, ensuring all work is recorded and measurable Design and deliver a structured service improvement ...

kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages. Escalate requests that fall outside of scope or SLA commitments. Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best-practice. SKILLS AND EXPERIENCE REQUIRED Strong analytical mindset with a natural ability ...