1 to 25 of 36 SLA Jobs in the East of England

activities. Support ERP, Quality, Laboratory and Manufacturing systems where applicable. IT Service Management Manage incidents, service requests, problems and changes using ITIL principles. Maintain SLA performance and perform root cause analysis for recurring issues. Maintain IT asset and configuration records. GxP Compliance and Validation Responsibilities Support validated and regulated computer ...

Supporting Microsoft 365, Active Directory Managing application configuration Troubleshooting application issues Managing incidents, service requests, problems and changes in line with ITIL principles. Maintaining SLA performance Maintaining accurate IT asset and configuration records. Ensuring incidents and changes are fully documented and appropriately managed. Providing a professional and customer-focused ...

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 ...

service mapping capabilities, and governance controls. Ensure CMDB data accuracy, completeness and compliance. Build executive and operational dashboards using modern reporting tools. Develop KPI, SLA and performance reporting frameworks. Implement automated notifications, reporting schedules and exception management. Support continuous service improvement through analytic and automation. Essential Skills & Experience 3+ year ...

Define and maintain CMDB data models, CI relationships, governance controls, service mapping and asset inventories. Build and maintain operational and executive dashboards, KPI frameworks, SLA reporting and Real Time performance monitoring. Deliver automation for notifications, compliance monitoring, exception management and CMDB health reporting. Utilize technologies such as ServiceNow, Remedy CMDB ...

enterprise systems utilising on premise and cloud technologies Managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA’s whilst ensuring all actions are accurately recorded on the helpdesk software and the customer is well informed. Responding to service requests, to test ...

RESPONSIBILITIES – TECHNICAL SUPPORT Take full ownership of incidents tickets through to final resolutions, ensuring client supported and updated to the closure Ensures customer SLA’s/KPIs and quality standards are met Communicate with the clients, providing regular updates along with realistic expectations Technical background with experience in technical support ...

platform settings. Enhance service management processes including incidents, requests, changes, projects, assets, knowledge management, and service catalogues. Develop and maintain operational, management, customer, SLA, project, and performance reporting dashboards. Monitor and improve data quality, consistency, and reporting accuracy across the platform. Configure and improve customer portal experiences, self-service capabilities ...

years in a Technical Analyst, Systems Analyst, or similar Service Desk role. Experience working as part of a fast‐paced service desk, consistently meeting SLA’s and time‐based deadlines. Proven ability to write clear and detailed technical records (ticket logs, project notes, technical documentation, recommendations etc.). Technical proficiency ...

hybrid role based in the UK. The position involves supporting a single end-customer, handling incident management and project work, and ensuring SLA targets are met. The role requires extensive Windows Server, Active Directory, Entra ID and VMware experience in a large hybrid environment, with ITIL familiarity and strong communication ...

ensuring the aims and interest of the Trust are communicated, monitored and actioned effectively. • The role requires the post holder to operate in a SLA environment which at times can lead to pressure and considerable expectations; this will therefore require the ability to undertake analysis, assessment and effective judgement ...

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 ...

focused service to all users. This includes proactively managing calls, setting appropriate priorities to ensure work is completed in line with Service Level Agreements (SLA) ensuring customer expectations are managed throughout. Escalate workload issues to ICT Support Team Leader for resolution Allocate calls to internal ICT support groups ...

asset, infrastructure, application and service inventories Establish governance, audit and data-quality controls Reporting, Analytics & Dashboards Build operational and executive-level dashboards Develop KPI, SLA and CMDB health reporting Create automated reporting and scheduled management information Deliver trend analysis and performance insight Develop real-time monitoring and exception reporting Your ...

ensuring the aims and interest of the Trust are communicated, monitored and actioned effectively. The role requires the post holder to operate in a SLA environment which at times can lead to pressure and considerable expectations; this will therefore require the ability to undertake analysis, assessment and effective judgement ...

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 KPIs are met is also required. Essential Requirement Software Defined Networking experience with VMWare NSX. You will; Have a thorough and demonstrable ...

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 ...

designing and developing the CMDB application itself, automating data collection and integration across multiple sources, and delivering operational and executive dashboards with KPI/SLA reporting to improve service quality, governance, and operational efficiency across a multi-supplier delivery environment. Key skills and Experience required 3+ years' application development experience ...

escalation protocols, and acting as the first point of escalation for the operational team Reporting operational performance to the IT Director: queue metrics, SLA adherence, volume trends and team capacity Owning helpdesk queue management, making sure tickets are triaged, routed and resolved within agreed timeframes Owning asset management, user lifecycle ...

Hybrid NOTE: Active SC Clearance is highly desirable. Responsibilities: Technical 80%- Call and incident Management. Respond to service calls and resolve incidents to ensure SLA targets are achieved. Increase the First Time Fix rate. Adhere to escalation procedures. Assist with technical escalations for other team members. Monitor call queue … incidents. Ensure accurate completion of all incident records and associated paperwork. Monitor and update the call management system as required. Assist with SLA reporting. Skills/Experience: 5+ years’ experience managing, maintaining, configuring and troubleshooting large scale hybrid environments. 3+ years’ experience with Microsoft Windows Server Operating Systems, Windows Active ...

could already be a Customer Service Team Leader, Service Operations Team Leader or Service Delivery Team Leader, ideally within telecoms, IT, engineering or another SLA-driven environment. Equally, you might be an experienced Service Coordinator or Operations Coordinator who already manages workloads, escalations and service levels and is ready ...

Service Desk operation across Maidenhead and Hemel Hempstead, sitting above the existing Team Lead and escalation capability. Service Desk strategy, performance and continuous improvement SLA performance, ticket volumes, ageing, backlogs and service quality ConnectWise/PSA utilisation, reporting, dashboards and meaningful KPIs Customer satisfaction, service reviews and senior escalations Team ...

varying security levels. 2 nd line engineers are responsible for conducting advanced Troubleshooting. Liaising with customers to ensure all issue are dealt within SLA and KPI set down by the customer. Provide Second line technical support: Manage and maintain servers, virtual machines to ensure high availability and performance, including ...

honesty, trust and respect with the school leadership and teaching/support staff and ensuring contractual compliance against KPI's and Service Level Agreements (SLA). Responsibilities: Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer Management of problems to resolution ...

Diesel Generators, Chillers, Heating Ventilation Air Conditioning (HVAC), Exhaust Fans, Variable Frequency Drives (VFD's), and Transformers Troubleshoot events within internal Service Level Agreements (SLA’s) Take daily operational readings of all mechanical and electrical equipment through routine rounds/log‐taking (temperatures, voltages, currents, etc.) Supervise contractors who perform ...