51 to 75 of 795 SLA Jobs

metrics to highlight conformance with agreed SLAs and identify where any issues are emerging that require resolution. Lead any remedial activities required to improve SLA performance. Cross-functional Collaboration Work closely with delivery, engineering, and product teams to ensure smooth transition of new capabilities into live service, while minimising operational ...

experience with Intune, SCCM, device compliance, and application deployment Familiarity with ITSM platforms, ideally Jira Service Management Strong ticket management, prioritisation, documentation, and SLA awareness Excellent communication and customer service skills Experience supporting executive or VIP users is advantageous Knowledge of Jamf for macOS device management is beneficial Understanding ...

client-facing service delivery engagements. Experience managing offshore delivery and support teams. Strong background in: Incident Management, Problem Management, Change Management, Service Governance, and SLA & KPI Management. Experience working with ticketing systems such as Jira, ServiceNow, Zendesk, or similar. Strong stakeholder management and communication skills. Ability to manage multiple priorities ...

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 ...

levels of customer service, ensuring timely support and effective communication Develop and maintain documentation, knowledge base articles, and standard operating procedures Monitor KPI/SLA performance and produce monthly service desk reporting. Media Asset Management System Support Oversee PPC’s internal support desk for our MAM users, coordinating issue resolution ...

engagement sessions to promote data literacy and evidence-based decision-making. KPI Management Define, track, and report on KPIs for Service Desk operations, including SLA compliance, resolution times, and customer satisfaction. Establish a robust reporting framework to monitor performance and drive continual service improvement. Provide insights that inform resource planning ...

DHCP, VPN, Wi-Fi and connectivity troubleshooting. ITSM: Experience using HaloITSM or a comparable ITSM platform to manage incidents, service requests, changes, problems, SLA performance and knowledge records. Cyber Security: Experience supporting cyber security operations, endpoint protection, application control, vulnerability remediation and secure access practices. Operational & Business Systems: Experience supporting ...

meetings. Service Metrics & Trend Analysis: Analyze weekly and monthly incident data to build actionable trend insights for leadership and client service reviews, maintaining strict SLA compliance for RCA reporting. ITSM Skill & Career Development: Build foundational expertise in IT Service Management (ITSM), incident governance, and modern reliability practices within a fast ...

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 ...

Intune, SCCM, device compliance, and application deployment Familiarity with ITSM platforms, ideally Jira Service Management Strong ticket management, prioritisation, and documentation skills Understanding of SLA-driven support environments Excellent communication and customer service skills Experience supporting senior stakeholders or VIP users is advantageous Knowledge of Jamf for macOS management ...

problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required ...

issues from re-occurring. Provide occasional on-site support at customer sites to resolve incidents. Take responsibility and exceed company and customer OLA/SLA'sProvide administrative and technical support of managed service operations including involvement of weekend tasks. Create and maintain strong relationships with other business units. Ensure customers ...

update tickets in the company PSA for incidents, service requests, problems, changes, projects, and maintenance activities o Assign appropriate priority and impact, meet SLA requirements, document troubleshooting and resolution details, and provide timely status updates to stakeholders o Follow access-control, change-management, vulnerability-management, logging, physical-security, and incident ...

Office (365), Antivirus, Printers & Active Directory Achieve both personal and team Golden KPIs targets such as customer satisfaction Working in order of SLA and priority of tickets System documentation Requirements Great customer service skills Positive and passionate about technology Good problem solving skills 1st Line level Experience with most ...

support requests over the telephone or by email Using remote control tools and technologies to assist end users as required Adhering to the Service Level Agreement provided to the business Inducting new starters to provide them an introduction and overview of our systems Documenting systems and procedures as implemented ...

incidents. • Utilise various platforms to respond, handle, and escalate issues. • You will have a 'hands-on’ problem-solving approach, solving problems within strict SLA time frames. • Take ownership of incidents assigned to you and manage them through to resolution. • Ensuring SLAs are met: time to respond, time to resolve ...

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 ...

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 ...

Monitor and manage infrastructure alerts across cloud and on-premise environments Investigate, troubleshoot, and resolve infrastructure incidents Manage ticket lifecycles through ITSM processes and SLA targets Perform daily backup validation and support remediation activities Support monthly patching activities across Windows, Linux, Azure, and VMware estates Assist with Azure and VMware ...

times. The key role responsibilities include: Delivering end-to-end technical support, ownership, and resolution of client issues in line with agreed SLA/KPI targets. Travelling to client sites to deliver technical services, including project work and escalated support. Installing, configuring, and upgrading hardware and software, including servers ...

times. The key role responsibilities include: Delivering end-to-end technical support, ownership, and resolution of client issues in line with agreed SLA/KPI targets. Travelling to client sites to deliver technical services, including project work and escalated support. Installing, configuring, and upgrading hardware and software, including servers ...

Mitigating infrastructure and operating system security vulnerabilities MS Office 365 platform support; SharePoint, OneDrive, Teams, Intune management Working within a ticket management system with SLA and KPI adherence Any certification or working experience supporting or implementing several of the infrastructure technologies listed below would be an advantage. Linux Server configuration ...

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 ...

make recommendations for intervention/improvement Design an effective set of service measures and establish monthly service reporting Provide excellent customer support against defined SLA's and maintain effective working relationships with business teams and internal and external service providers Follow Problem and Incident Management processes at all times, consolidate ...

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 ...