26 to 50 of 401 SLA Jobs in the UK excluding London

support experience. Location: Glasgow (onsite full time) What you’ll do Undertake incident and request tasks Possess 2nd line responsibility for resolving incidents to SLA Maintain a <2% incident per month target Be responsible for the completion of assigned works within allocated timeframes Undertake Project Tasks, supporting both internal ...

cloud. Complete user administration activities, including customer service desk, application and services onboarding in accordance with approved processes. Monitor unassigned queues, aging tickets and SLA risks, ensuring work is progressed or escalated to the appropriate resolver group with complete triaging and troubleshooting information. Follow incident, service request, escalation, security ...

internal teams. Strong analytical, troubleshooting, and problem-solving abilities. Self-motivated with the ability to work independently and manage competing priorities. Experience working within SLA driven support environments. Strong organizational skills and attention to detail. Demonstrated ability to learn new technologies, systems, and processes quickly. Collaborative team player with ...

Change Management process KeySkills & Experience Minimum 3 years previous experience in a similar role as a 2nd Line Support i n 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, Exchange ...

accountability, learning, and technical excellence What we expect of you 2-3 years of experience in a similar management role Experience in a similar SLA-driven support role Strong working knowledge of end‐user IT environments, typically including Windows OS, Active Directory, Group Policy, Microsoft 365, Networking fundamentals (DNS, DHCP ...

processes provide incident management, request fulfilment, and access management services as a first point of contact. Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary. Develop solutions and workarounds for incidents and problems where none exists. Work cross-functionally within the IT Department ...

learn new technologies. Flexible and adaptable in a fast-paced environment. Performance Measures First-time fix rate. Ticket resolution times. Customer satisfaction scores. SLA compliance. Accuracy of ticket documentation and updates. Benefits Competitive salary. Company pension scheme after three months. Annual leave entitlement. Training and career development opportunities. Hybrid working ...

assignments, and access modifications across Microsoft tools. Technical Troubleshooting: Remotely diagnosing faults across Windows operating systems, desktop applications, hardware peripherals, and core networking protocols. SLA Compliance: Proactively managing individual queues to ensure all client requests meet target response and resolution times. Maintaining a high level of customer service when responding ...

incident bridge calls, investigations, and recovery activities* Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets* Provide matrix management across teams, processes, and third-party suppliers, proactively resolving conflict to maintain progress towards resolution* Take overall accountability for restoring service ...

exceptional service to both internal/external customers and stakeholders Pro‐actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA Take ownership of the entire support process end-to-end and be the primary customer liaison for the issue Build excellent customer relationships and ensure ...

cloud hosted and privately hosted environments. You will be self‐motivated and be able to multitask in line with project plans and customer SLA’s. You must be comfortable speaking to customers and have very good written and oral communication skills. A high level of organisational ability is a must ...

development pathways for technical staff and future leaders. Service Operations Own day-to-day service performance across incidents, requests, escalations and problem management. Ensure SLA performance, ticket ownership and customer communications remain at the highest standards. Act as the senior escalation point for priority incidents and complex customer issues. Lead ...

solutions. Identify opportunities for automation, efficiency improvements and service optimisation. Develop and maintain technical standards, procedures and knowledge base articles. Monitor and report on SLA performance, ticket backlog, escalation volumes, re-open rates, team utilisation and CSAT. Work closely with Helpdesk Team Leaders to ensure effective ticket escalation and workload ...

GDPR requirements. What We're Looking For Experience delivering 1st and 2nd line IT support , with exposure to 3rd line support, in an SLA-driven technical environment. Strong troubleshooting capability across hardware and software, including Windows 10/11 and Windows Server, macOS, and Ubuntu Linux desktop/server environments ...

GDPR requirements. What We're Looking For Experience delivering 1st and 2nd line IT support , with exposure to 3rd line support, in an SLA-driven technical environment. Strong troubleshooting capability across hardware and software, including Windows 10/11 and Windows Server, macOS, and Ubuntu Linux desktop/server environments ...

cloud hosted and privately hosted environments. You will be self-motivated and be able to multitask in line with project plans and customer SLA's. You must be comfortable speaking to customers and have very good written and oral communication skills. A high level of organisational ability is a must ...

team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience Service Reporting Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks Develop and maintain dashboards in relevant Service Management toolsets Support audit evidence gathering and compliance checks as required Continuous ...

November 2026 Other suitable Skills & experience include:- Experience managing £1m+ budgets, leading teams, ITIL service management, stakeholder and supplier management, service improvement planning, SLA and KPI monitoring, risk management, major incident management, service continuity, operational reporting, UK GDPR and the Data Protection Act 2018. ...

timescales. Monitor and analyse key performance indicators (KPIs), including: Ticket resolution times First-contact resolution rates Customer satisfaction scores Allocate resources efficiently to meet SLA commitments and changing business demands. Act as the primary escalation point for complex issues and service-related concerns. Client Relationship Management Build and maintain strong ...

delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting ...

across all service divisions. Coordinate cross-functional responses, maintain communication with stakeholders, provide timely updates, and drive incidents to resolution within agreed OLA/SLA targets. Oversee technical resolution efforts, monitor escalation progress, and close escalations when resolved and customer satisfaction is achieved. Monitor service dashboards to identify and address ...

excellent customer service. Own day-to-day Service Desk performance, including ticket prioritisation, workload management, escalation, communication and resolution. Maintain strong standards across SLA/OLA performance, first-contact resolution, ticket quality and effective hand-offs between teams. Act as the senior escalation point for complex or sensitive issues ...

breadth and depth across infrastructure technologies to understand technical discussions, challenge weak diagnoses and recognise when an investigation is heading in the wrong direction. SLA performance and continuous improvement sit with you, and the role stays hands-on rather than managing from a distance. Responsibilities Build a structured development pathway ...

line, projects or cloud engineering. A typical week includes: Tickets and users – logging and prioritising enquiries in ConnectWise PSA, keeping tickets updated to SLA, and taking ownership of issues through to resolution. Microsoft 365 and identity – starters, leavers and account changes, licensing, shared mailboxes, groups and permissions across Exchange, Teams ...

Service Management & Business Processes Key areas covered are: Role of the BA Investigation and Elicitation Techniques Process and Data Modelling Stakeholder Analysis & Management IT SLA’s and SOP’s Agile Business Analysis Potential for a permanent role on completion of apprenticeship. Apprenticeship Standard Business analyst (level 4) Training Provider FIREBRAND ...