26 to 50 of 124 SLA Jobs in the South East

escalation processes as appropriate. Acting as Tier 2/Tier 3 support for Windows related issues & problem resolution, performing incident response, investigation & remediation within SLA timeframes. Co-ordinate with incident & Technical managers, following incident management process during high-severity incidents. Identify underlying root causes of reoccurring incidents, assisting in implementation ...

incidents during assigned shifts. Coordinate response efforts, communicate status updates, and ensure timely resolution in alignment with incident management protocols. Oversee Ticket Queues & SLA Compliance Monitor support queues to ensure appropriate prioritization and workload distribution. Assign tickets, track progress, and uphold SLA targets through proactive follow-up and escalation when … stakeholders. ITIL & Service Management Expertise Applies ITIL principles to guide incident, problem, and change management. Understand service lifecycle stages and contributes to process consistency, SLA adherence, and continuous improvement. Proactive System Monitoring & Performance Awareness Anticipates potential disruptions by monitoring system health, analysing trends, and addressing anomalies before they escalate. Support ...

support level Experience of supporting SME organisations in an IT support capacity, ideally in a managed services setting Familiarity with working in in SLA-driven environment to meet customer and contract expectations The technical skills areas relevant for this role includes: Microsoft Office and 365 (inclusive of Azure, Intune, SharePoint ...

delivery across multiple concurrent workstreams. Experience operating with or implementing a PMO or project governance function, even informally, is important, as is familiarity with SLA management and service reporting in a commercial context. Experience in field services, configuration, or network operations is highly desirable. You’re highly organised, capable ...

Primary Point of Contact: Provide exceptional, friendly 1st line technical support to store managers and retail teams via phone, email, and ticketing queues. * Incident & SLA Management: Log, prioritize, troubleshoot, and resolve incidents in ServiceNow, ensuring fast turnaround to prevent any disruption to retail trading. * Hardware & POS Troubleshooting: Diagnose and resolve ...

platforms. Support integration with Microsoft 365 environments where required. Customer Service Build strong professional relationships with customers. Ensure service calls are completed within agreed SLA targets. Communicate clearly with customers regarding faults, repairs and recommendations. Provide user guidance and basic training where necessary. Documentation Complete service reports accurately ...

team performance, service quality, resource planning and continuous improvement initiatives. Key responsibilities include: Leading and developing Service Desk Team Leaders and technical teams Driving SLA performance and customer satisfaction Managing service demand, workload and ticket backlogs Acting as a senior escalation point for critical incidents Using operational data and reporting ...

well as possess the ability to liaise with stakeholders at all levels of seniority, including the customer. Adherence to resolving issues and problems within SLA levels and ensuring KPI's are met is also required. Essential Requirement Software Defined Networking experience with VMWare NSX. 3rd Line Network Engineers will; Have ...

championing self‐service, AI‐enabled knowledge surfacing, and consistent agent enablement, this role will directly contribute to improved CSAT, first contact resolution, and SLA adherence - supporting our journey to a world‐class, scalable support model. Responsibilities Lead the end-to-end lifecycle of knowledge content – creation, review, publication, maintenance ...

best practices for data design, ensuring scalable, high‐quality and consistent architecture and modelling. Provide timely and accurate root‐cause analysis and resolution within SLA timeframes. Work with the Core Data Lead to build a unified team work plan aligned with business objectives and data initiatives. Collaborate with Reporting Engineers ...

role also serves as a senior escalation point for complex technical issues, requiring advanced diagnostic capabilities and a proactive approach to resolution within defined SLA parameters. Responsibilities: Act as a senior technical escalation resource for hosted voice platforms. Recommend and implement infrastructure improvements aligned with industry best practices. Ensure compliance ...

role also serves as a senior escalation point for complex technical issues, requiring advanced diagnostic capabilities and a proactive approach to resolution within defined SLA parameters. Responsibilities: Act as a senior technical escalation resource for hosted voice platforms. Recommend and implement infrastructure improvements aligned with industry best practices. Ensure compliance ...

operational ownership and leadership of IAM services within a BAU environment Managing operational service delivery, performance and service-related issues KPI/SLA management, reporting and service improvement IAM Service Design and Target Operating Model Leading service transition, knowledge transfer and shadowing Stakeholder, risk and issue management Driving continuous service ...

People First in Epsom, United Kingdom, is seeking a capable 2nd Line IT Support specialist to provide frontline IT assistance, troubleshoot incidents, and maintain IT services within SLAs. You will work with O365, AD, Exchange ...

configuration items (CIs) are accurately mapped within a consistent, scalable hierarchy. Customer Service Management: Architect CSM solutions covering case management, customer engagement, customer workspace, SLA compliance and entitlement configuration. Technical Governance & Design Authority: Chair architecture and design review forums, reviewing and approving High-Level Designs (HLDs) and Low-Level Designs ...

configuration items (CIs) are accurately mapped within a consistent, scalable hierarchy. Customer Service Management: Architect CSM solutions covering case management, customer engagement, customer workspace, SLA compliance and entitlement configuration. Technical Governance & Design Authority: Chair architecture and design review forums, reviewing and approving High-Level Designs (HLDs) and Low-Level Designs ...

customer, integration, development, and external technical teams to validate configurations, resolve issues, and coordinate future software releases. Maintain and support server infrastructure to meet SLA requirements and coordinate hardware and software builds with onsite technicians. Create and manage customer address directories and provide ad hoc reports, tools, and utilities ...

governance. Lead a high-performing global production services organization with strong talent development, accountability, and consistent execution across regions. Drive improvements in availability, resiliency, SLA performance, incident reduction, and time to restore service for critical platforms. To be successful in this role, we're seeking the following: Bachelor's degree ...

weekly service update email to the key contacts for these Trusts and prepare and present a monthly service review report including reporting on any SLA failures. Enforcing and monitoring in line with school policies. Training of internal staff. Our ideal candidate will have: A strong passion for IT, with ...

phone, email, and digital channels Managing customer queries with professionalism, empathy, and urgency Scheduling and coordinating field engineers, ensuring optimal route planning and SLA adherence Allocating and prioritising work orders based on skills, availability, and location Communicating updates to customers and internal stakeholders to keep everything running smoothly Escalating complex ...

cloud computing, etc Assist with defining the processes needed to achieve operational excellence Ensure data quality across all projects/clients Define and manage SLA's for data sets and processes throughout production Lead on the design, build and launch of new data models and pipelines Key Skills/Experience ...

Taking ownership of listening to and understanding the customer's problem Escalating as necessary to deliver the required service level and meet or exceed SLA Following established processes and recommending improvements, documenting actions taken Delivering low to medium complexity work packages as part of customer implementation projects Monitoring performance through ...

satisfaction. Ideal candidates will have 2 years of remote IT service desk experience, familiarity with Windows and Office, and knowledge of ITSM tooling and SLA targets. The role offers strong learning opportunities and growth within QA. #J-18808-Ljbffr ...

month fixed term contract. Main Duties: Interrogation of the Service Desk ticketing system Ensuring that raised tickets are responded to within SLA timescales. Be responsible for the timely resolution or escalation of tickets in keeping with ITIL best practices Responding to calls or e-mails on the service desk Carry ...

highly organised and able to prioritise your workload, balancing multiple demands whilst maintaining service quality. You will have proven experience in managing SLA’s and KPI’s to ensure consistent, high-quality service delivery. Additionally, you will have the willingness to continue learning and developing to succeed in this role. ...