9 of 9 SLA Jobs in South Wales

tools (e.g., ServiceNow) Install and configure PCs, mobile devices, and related software Support printer setup, drivers, and repairs Provide onsite/remote technical support Manage and resolve tickets within SLA Create and maintain support documentation Required Skills: Strong knowledge of PC hardware, Windows 10/11, Mac OS, Android Experience with software installs, device refresh, and application support Understanding of … LAN/WAN, Wi-Fi, VOIP, printing, and firewall basics Skilled in ITSM tools and SLA-based ticket resolution Excellent communication and documentation skills Desirable Skills: Experience with O365, Active Directory, DNS, and Group Policy Familiarity with ITIL practices and 2nd line support Comfortable engaging users, vendors, and senior stakeholders Start Date: ASAP Duration: 6 Months IR35: Inside IR35 Location More ❯

Allocating more complex tickets to the relevant teams where appropriate Logging incidents with our external 3rd party service providers Aiming to respond and resolve 95% of incidents within the SLA Support in the delivery of technology projects Carry out regular checking of backups, infrastructure, security measures and systems Assisting in updating the Technology knowledge bank and supporting knowledge sharing across More ❯

a culture of collaboration, accountability, and continuous improvement. Conduct performance reviews, set objectives, and provide ongoing training and development. Ensure all IT services are delivered efficiently, meeting or exceeding SLA targets. Oversee the escalation process for critical incidents and client concerns. Monitor and optimize resource allocation to ensure project and support ticket deadlines are met. Act as a point of More ❯

before they are escalated. • Work to a shift pattern between the hours of 8am-6pm. There may also be some paid out of hours work required occasionally. • Work to SLA's for tickets and keep customers updated. • To communicate effectively with customers and other staff ensuring that all parties are updated on a regular basis • Keeping abreast of current IT More ❯

internal staff and external partners. Your leadership will foster a high-performance culture focused on operational excellence and continuous development. In the role you'll be responsible for: Governance & SLA Oversight: Lead partner compliance with incident and problem SLAs, acting as the client authority on RCAs and corrective actions. Incident Management: Ensure timely, best-practice incident handling to support swift … resolution and reduce downtime. Vendor Performance: Participate in service reviews to assess SLA adherence, review RCAs, and drive continuous improvement. Resolution Leadership: Oversee post-incident reviews, ensuring vendors provide thorough RCAs and implement effective preventive measures. Problem Management: Enforce strong RCA practices and ensure partners deliver lasting solutions to recurring issues. To be considered for this role, you will ideally More ❯

services are not only operationally sound but also aligned with client expectations and experiences. Operational Excellence: Translate client needs into operational realities Design services that balance experience (XLA), performance (SLA), and efficiency (KPI) Identify and mitigate risks through thoughtful service design What we are looking for? Essential Experience of successfully bidding for Managed Services contracts both formal tender and standard … is important Process improvement using LSS techniques or similar Experience of process transformation to decrease cost/improve efficiency/client experience Experience of designing and implementing XLA/SLA and a broad range of relevant KPI's Automation and associated techniques with Service Management tools including Service Catalogue based approaches Contact channel integration and management Ability to define & design More ❯

Providing 1st and 2nd line support for Unit4 ERP system users across the organisation Troubleshooting functional and technical issues, escalating where appropriate Managing and resolving support tickets efficiently within SLA Working closely with Finance, HR, and other departments to support business processes Participating in system upgrades, testing, and patching activities Maintaining system documentation, user guides, and training materials Supporting configuration More ❯

/fault find in line with BS 2391 • Management of documentation, service sheets etc: to be completed correctly and uploaded to CAFM system. • Management of issued workload to match SLA compliance. Required qualifications to be successful in this role • Good working knowledge of HVAC equipment and systems. • Flexible approach to the job role and the business/projects working hours. More ❯

full activity records are documented. Develop and maintain an in-depth technical knowledge of company products, services and solutions. Stock take customer spare parts held Ensure strict adherence to SLA when dealing with customer tickets/calls. Qualifications and Skills A good understanding of the English language, both spoken and written. The successful candidate must be articulate and have excellent More ❯