51 to 75 of 384 SLA Jobs

will be responsible for architecting and improving solutions across: Case Management & Customer Workflows Advanced Work Assignment & Routing Virtual Agent, Chatbots & Conversational AI Knowledge Management SLA & Entitlement Management CSM/FSM Workspace Customer Portals & Mobile Applications Enterprise Integrations (APIs, middleware, external systems) Qualifications Functional Expertise Deep understanding of customer service operations ...

smarter, not harder. Key Responsibilities Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA Act as the senior escalation point for complex technical issues across client environments Mentor and develop junior analysts through coaching, training and regular ...

measuring, evaluating and tracking benefits. Liaising with Portfolio Management Office and other areas of PDS where necessary Identify and lead CI initiatives that improve SLA performance, service availability, resilience and user experience. Produce clear documentation, including updated policies, SOPs, process maps and risk registers for all improvements and mitigations delivered. ...

service teams Turn Voice of the Customer insights into tangible improvements Lead end-to-end service management (Incident, Problem, Change & Major Incident) Ensure SLA compliance, performance transparency, and robust reporting Oversee service continuity, resilience, and risk management Embed consistent, scalable, and repeatable service processes Lead, coach, and develop multidisciplinary teams ...

part of a successful business, who offer excellent support and training. Responsibilities: Provide technical leadership, senior escalation support and mentor team members Meet SLA targets, identify any patterns, issues and support the team to maintain service levels Conduct regular client visits and build strong client relationships Lead the technical delivery ...

Linux and networking fundamentals Experience with Docker and Kubernetes environments Familiarity with monitoring tools such as CloudWatch, Grafana, Prometheus or similar Experience working within SLA-driven managed service environments What We're Looking For Strong analytical and problem-solving ability Calm and methodical approach during critical incidents Excellent communication ...

site employees, resolving hardware, software, and network issues. Act as an escalation point for IT tickets and ensure timely resolution in line with the SLA’s Train and guide employees on using IT systems effectively, encouraging self-sufficiency where appropriate System Installation & Configuration (15%) Manage the set-up, installation ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...

knowledge of Linux/Unix operating systems. Hands-on experience with production support, performance tuning, and high-availability architectures. Experience working in ITSM/SLA-driven environments. Proficiency in shell scripting and database automation. Strong analytical, troubleshooting, and communication skills. Excellent communication and interpersonal skills, with the ability to build ...

priorities Coordinate team schedules, coverage, and workload distribution Run and facilitate team meetings, stand-ups, and knowledge-sharing sessions Assist with maintaining ticket quality, SLA adherence, and workflow efficiency within the ticketing system Serve as a communication bridge between technicians and leadership, ensuring alignment and clarity Support continuous improvement initiatives ...

includes: Reviewing and updating project documentation Providing weekly status updates to manager Improving SOPs and workflow guides monthly Monitoring and updating ServiceNow tickets per SLA, Onsite work, daily 30-minute standup, building and validating installers/images, collaboration with RandD and testing teams. Work breakdown: Project work: 40% Meetings ...

related technologies. Previous experience of working in a Structured Service Desk environment. Microsoft Active Directory. Proven track record in resolving IT issues within SLA deadlines. Office 365 & Azure AD Administration. Some experience of problem analysis and incident resolution. Some knowledge of networking technologies. Full Driving licence and access to your ...

related technologies. Previous experience of working in a Structured Service Desk environment. Microsoft Active Directory. Proven track record in resolving IT issues within SLA deadlines. Office 365 & Azure AD Administration. Some experience of problem analysis and incident resolution. Some knowledge of networking technologies. Full Driving licence and access to your ...

customers, remotely and on-site Diagnose and resolve hardware and software issues, including Windows and Mac operating systems Respond to IT requests within agreed SLA timeframes Install and configure IT equipment in office, remote, and on-site environments Set up user accounts, email addresses, and groups Maintain accurate documentation ...

experience managing complex operational services in large-scale programmes or managed service environments. Strong experience leading multi-disciplinary operational teams. Experience managing services under SLA-driven contracts. Strong understanding of IT service management and operational processes. Demonstrated experience in stakeholder management within complex multi-party environments. Excellent leadership, communication ...

primary 3rd line escalation point for BAU incidents and service requests Own day-to-day service desk operations and ensure strong SLA performance Work closely with wider IT teams on escalations, projects, and improvements Drive process improvements aligned to ITIL best practices Technology Environment You’ll be working across ...

technical delivery into meaningful client outcomes. Key Responsibilities Service Performance & Operations Own day-to-day service performance across incident, problem, and change management Monitor SLA/XLA adherence and drive continuous service improvement Analyse service metrics to identify trends, risks, and improvement opportunities Ensure operational processes are clearly defined ...

supporting a team of 1st line engineers, driving performance and accountability Managing the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA Providing both local and remote support across a global user base Acting as an escalation point for more complex technical issues Supporting infrastructure and user ...

phone, Teams and email and logging issues in Jira Service Desk Monitor helpdesk tickets in Jira Service Desk, responding in line with company SLA's Support users and common equipment both remotely and within an office environment as part of our hybrid working approach (currently 3 days in office ...

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 ...

helpdesk system, escalating any priority calls as required To respond to and resolve first line IT support queries as per IT service desk SLA Assist with setting up and maintaining computers, laptops, mobile devices, user accounts and AV devices Support common software applications (e.g. Microsoft 365, email, collaboration tools) Distribute ...

communicating via the phone, chat, or email. Role Manage your own diary Manage tickets assigned to you Report to the Team Leader Monitor own SLA Liaise with customers Take inbound calls for support Assign tickets raised for support via email Log tickets onto the helpdesk system and take detailed notes ...

projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program. Close all tickets within the stated SLA and OLA's. Create Active Directory accounts, modify existing accounts and deactivate accounts. Perform minor desktop hardware repair for Windows and Apple equipment and peripherals that ...

patterns Ability to interpret client contracts and SLAs and translate them into operational and technical delivery requirements Proven ability to identify, troubleshoot, and remediate SLA breaches , including implementing technical and process-based mitigations Hands-on responsibility for creating, reviewing, and maintaining operational runbooks, architecture diagrams, and service documentation Demonstrated experience ...

cause analysis and drive service improvement Key Responsibilities Troubleshoot and resolve escalated technical incidents Perform fault diagnosis and root cause analysis Manage tickets within SLA, maintaining clear documentation Work with customers, vendors, and third parties to resolution Support knowledge sharing, process improvement, and automation initiatives Technical Environment You’ll work ...