1 to 25 of 124 SLA Jobs in the South East

wired/wireless networking. Proven experience of an ITSM platform, for example ServiceNow or equivalent, including accurate ticket logging, categorisation, prioritisation, SLA awareness and clear audit‐quality updates. Good knowledge of Apple client environments, including macOS and iOS, user support and device troubleshooting. Applied knowledge of scripting and automation ...

delivering a positive user experience. A methodical approach to troubleshooting and problem solving. Ability to work effectively under pressure, manage competing priorities and meet SLA targets. Strong team-working and collaboration skills. Desirable Desirable: ITIL 4 Foundation certification. Microsoft, CompTIA or other relevant technical certifications. Experience with ServiceNow, Azure/ ...

resolving technical issues related to Windows desktop and server-based applications Managing incoming support requests, ensuring all issues are troubleshot and prioritised according to SLA Assisting in the deployment of software patches, upgrades, and configuration changes across Production and Non-Production environments Actively tracking application health using performance management tools ...

resolving technical issues related to Windows desktop and server-based applications Managing incoming support requests, ensuring all issues are troubleshot and prioritised according to SLA Assisting in the deployment of software patches, upgrades, and configuration changes across Production and Non-Production environments Actively tracking application health using performance management tools ...

clearly to non-technical users. Small projects, e.g. new starter setups, device rollouts, office moves Own tickets end to end in a PSA within SLA, with minimal escalation Contribute to client technical reviews and recommendations Technical experience Hands-on experience with Microsoft 365administration: Entra ID, Exchange Online, Intune, SharePoint/ ...

clearly to non-technical users. Small projects, e.g. new starter setups, device rollouts, office moves Own tickets end to end in a PSA within SLA, with minimal escalation Technical experience Hands-on experience with Microsoft 365administration: Entra ID, Exchange Online, Intune, SharePoint/Teams/Azure Networking knowledge, including ...

/or Service Management. Support Service Management on the reporting of incidents Problem Management: Will manage, monitor and resolve Problems in accordance with agreed SLA's Patch and Signature Deployment: Deployment of monthly security patches to Microsoft server environments using the Microsoft WSUS toolset and regular signature deployments for tools ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

technical escalations across Windows, Linux, virtualisation, storage and networking. \n - Lead P1/P2 major incident investigations, technical recovery and stakeholder communications. \n - Monitor SLA/KPI performance, incident queues and service quality. \n - Drive root-cause analysis, problem management and permanent incident resolution. \n - Coordinate infrastructure changes, CAB reviews ...

ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement Provide insights and recommendations to improve service reliability and operational efficiency Skills, Knowledge and Expertise ...

stakeholder communication.Cross-Tower Troubleshooting. Effective L2 escalation, root-cause diagnosis and resolution across Wintel, virtualisation, storage, network, AD and databases.SLA & Service Quality Management. Proven SLA/KPI delivery through queue, incident-ageing and compliance monitoring, with corrective action.Change Coordination. ITIL-aligned oversight of standard, minor and emergency changes, including technical ...

clear support, keep them informed so they never need to chase, and follow up to confirm issues are fixed • Resolve incidents and requests within SLA through ServiceNow – remotely first, with a focus on first-time resolution (FTR) • Record tickets accurately against the Business Service Service Offering CI model, and escalate ...

also includes deploying application updates, patches and hotfixes. Availability Management - oversee the hosting and platform service to ensure compliance with our availability and performance SLA commitments. This will include ensuring event logs, error logs and alerts are proactively monitored and responded to mitigate the risk of a service issue. ...

Line Support role Good knowledge of Microsoft environments, Windows and Office applications Experience with Active Directory and ITSM/ticketing systems Comfortable working towards SLA and KPI targets Excellent communication and customer service skills A friendly, approachable personality with a proactive, problem-solving mindset What ...

time is planned, used and recorded, and that skills gaps across the team are identified and addressed. Produce weekly operational reporting covering ticket volumes, SLA performance, backlog, project status and capacity, and monthly reporting on utilisation, chargeable time and cost of delivery. Oversee the day-to-day financial operations ...

annum Hybrid, 3 days onsite and 2 days working from home Skils: Cloud, IT support, MS365, Azure, 2nd line, SLA, Windows, Server, Exchange, Mobile Support, Desktop, servicedesk, hardware, software, Installations etc We are looking for an experienced 2nd Line Support Engineer to join an established IT support team in Milton ...

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 ...