1 to 25 of 44 SLA Jobs in the East of England

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 ...

platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling) Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent Track record of building metrics‐driven support operations ...

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 ...

support for Google Workspace services and applications. Manage user accounts, permissions, access requests, and administration activities. Resolve incidents and service requests in line with SLA requirements. Support and troubleshoot: Gmail Google Meet Google Drive Google Chat Google Docs, Sheets, and Slides Manage and update tickets through ITSM platforms and incident ...

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 ...

asset inventories. Develop service mapping and governance capabilities. Implement audit and compliance controls. Reporting & Analytics Develop operational and executive dashboards. Create KPI and SLA reporting frameworks. Deliver trend analysis, performance monitoring, and data insights. Implement automated reporting and alerting mechanisms. Support continuous CMDB health monitoring. KPI Management Develop and maintain ...

Excellent communication skills with the ability to simplify complex issues. Strong analytical and problem‐solving skills. Ability to work under pressure and within defined SLA windows. High attention to detail, especially in documentation and logging. Comfortable interacting with customers at all levels, especially operational teams. Background Experience supporting production‐critical ...

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 ...

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 ...

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 ...

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 ...

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 ...

service tickets Scheduling work and allocating jobs to the appropriate engineers Liaising with third-party contractors and service providers Monitoring service requests and ensuring SLA targets are achieved Producing and updating daily operational reports Responding to enquiries from internal departments Maintaining accurate records and system documentation Supporting operational planning ...

service tickets Scheduling work and allocating jobs to the appropriate engineers Liaising with third-party contractors and service providers Monitoring service requests and ensuring SLA targets are achieved Producing and updating daily operational reports Responding to enquiries from internal departments Maintaining accurate records and system documentation Supporting operational planning ...

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 ...

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 ...

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 ...

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 ...

with reduced hours Monday - Friday You'll support customers from issue receipt to resolution, allocate work, and assist engineers to ensure timely updates and SLA compliance. Key tasks include monitoring systems, managing tickets in Field Service Lightning, updating customers, prioritising faults, coordinating engineers and spares, tracking tasks, completing maintenance, reporting ...

call with reduced hours Monday - Friday Youll support customers from issue receipt to resolution, allocate work, and assist engineers to ensure timely updates and SLA compliance. Key tasks include monitoring systems, managing tickets in Field Service Lightning, updating customers, prioritising faults, coordinating engineers and spares, tracking tasks, completing maintenance, 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 Requirements Software Defined Networking experience with VMWare NSX. Have a thorough and demonstrable understanding ...

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 ...

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 ...

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 ...