1 to 25 of 43 Ticket Management Jobs in the UK excluding London

need to be eligible for SC clearance for this role We are seeking an experienced ITIL Incident Manager to work within our Support Team; primarily focused on driving support ticket management and resolution on our Zendesk ITSM Tool. This role will cover incidents associated with all partner technologies utilised by Route 101 in the deployment of services to … an understanding and experience of working in a technical as well as an ITIL environment is sought. The role will involve updating customers and internal stakeholders, driving partners in ticket resolution and assisting engineers in queue management. The Incident manager will also be responsible for managing any Major Incidents driving them through to resolution while liaising with Customers. They … will also assist in defining and maintaining the Incident Management process, ensuring that it aligns with customer SLAs and provides the necessary governance around our approach to Service Management. Key responsibilities: Champion the ITIL Incident Management Process within the Service Management and Operations Organisation Work with engineers and run reports to identify priority tickets which determines the More ❯

missile defence, and cybersecurity solutions—supporting U.S. and allied defence operations worldwide. About the role: You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. This will involve escalating and liaising with other business units in order to … resolve issues within the defined SLA, acting as a central point of contact between our users and IT Services, the management of incidents and service requests, receiving and recording all calls from our users within our ticket management tool, providing initial assessment of all tickets, attempting first time resolution and/or escalation, monitoring and escalating tickets … actioned and responded to in a timely manner and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and service requests reported via telephone, chat, email, or automatically generated Take ownership of specific tickets, ensuring More ❯

them on a 3-month contract basis. This is a great role for a SecOps professional to support a FTSE100 company. The SecOps Analyst will be responsible for the management of Sentinel incidents as well as ticket management for ITSM incidents and service requests. Key Skills: Proven Technical Operations Security experience Sentinel experience, including developing of alerts … automation etc ITSM ticket management experience Great communication skills Rate: £525 per day Inside IR35 Duration: 3 months Location: Hybrid/Northampton (2 days per week on site More ❯

primary point of contact for customer queries and ensure timely and accurate issue resolution. Act as an escalation point for network related issues from the wider team. Support the management and troubleshooting of networking technologies Maintain and resolve issues with network infrastructure, including routers, switches, firewalls, and other related devices. Work alongside the team to monitor, resolve, and escalate … DNS, DHCP and NAT. Network Security Strong experience with Fortinet FortiGate firewalls (policy config, VPNs, SD-WAN, SASE, ZTNA, HA, DPI). Knowledge of FortiManager and FortiAnalyzer for centralised management and logging. Understanding of Forti Authenticator and Endpoint Management Server Experience managing security policies, NAT, SSL inspection, and threat protection profiles. Familiarity with firewall migrations and multi-tenant … zero trust networking. Awareness of common frameworks (e.g., ISO 27001, NIST, CIS Controls). Core Infrastructure & ITSM Knowledge Ideal candidate would have working experience of wider infrastructure and cloud management, support and IT Service Management principles which includes but is not limited to the following; ITSM & Ticket Management - Experience with ITSM tools aligned to ITIL processes More ❯

installation; Diagnosing problems concerning personal hardware (PCs, laptops, printers, scanners etc.); System and application changes testing, scripts preparation in MS Windows 10 and MS Office 365 environment; Small project management related with new hardware or software installation; Software, patches and updates installation using MS SCCM; Requirements 2-3 years of experience in a technical ICT environment, preferably in a … Manufacturing based organization; General End User technology knowledge; End User Workspace platforms (discovery, asset management, client management); End User Microsoft platforms (Active Directory, Office, SCCM); ITSM Tool Set (Ticket Management Software) preferred; Soft skills: Planning and organizing; Attention to details; Problem solving; Analysis; Flexibility; Customer sensitivity: Technical writing skills; Excellent English Language, Written and Spoken. What More ❯

installation; Diagnosing problems concerning personal hardware (PCs, laptops, printers, scanners etc.); System and application changes testing, scripts preparation in MS Windows 10 and MS Office 365 environment; Small project management related with new hardware or software installation; Software, patches and updates installation using MS SCCM; Requirements 2-3 years of experience in a technical ICT environment, preferably in a … Manufacturing based organization; General End User technology knowledge; End User Workspace platforms (discovery, asset management, client management); End User Microsoft platforms (Active Directory, Office, SCCM); ITSM Tool Set (Ticket Management Software) preferred; Soft skills: Planning and organizing; Attention to details; Problem solving; Analysis; Flexibility; Customer sensitivity: Technical writing skills; Excellent English Language, Written and Spoken. What More ❯

installation; Diagnosing problems concerning personal hardware (PCs, laptops, printers, scanners etc.); System and application changes testing, scripts preparation in MS Windows 10 and MS Office 365 environment; Small project management related with new hardware or software installation; Software, patches and updates installation using MS SCCM; Requirements 2-3 years of experience in a technical ICT environment, preferably in a … Manufacturing based organization; General End User technology knowledge; End User Workspace platforms (discovery, asset management, client management); End User Microsoft platforms (Active Directory, Office, SCCM); ITSM Tool Set (Ticket Management Software) preferred; Soft skills: Planning and organizing; Attention to details; Problem solving; Analysis; Flexibility; Customer sensitivity: Technical writing skills; Excellent English Language, Written and Spoken. What More ❯

client’s staff are able to do their job in support of their organisation's commercial goals i.e., access, shared resources, configuration, software installations, intranet and internet access, document management, hardware break fix and smart hands. To act upon Incidents and Service Requests assigned to you and your team in the ITSM toolset or equivalent ticketing system. To own … end to end Incident and queue management, including 3rd party ticket management as well as requests for additional services hardware/software, system access, configuration, desk moves and setup, and support where IT presence is required. To engage escalation policies and procedures in order to ensure adherence to contractual SLAs. To contribute to Major Incident and emergency … To provide technical troubleshooting under the guidance of 3rd line resolver groups for technologies such as Infrastructure devices, Network devices, and Communication Services To be responsible for hardware asset management, stock control and regular audits, including the allocation of new starter equipment and updating Configuration Management Database. Collecting leaver equipment and updating Configuration Management Database and the More ❯

first-line technical support via phone, email, or through a ticketing system Troubleshoot and resolve hardware, software, and network-related issues Follow the defined processes for incident and problem management, including proper documentation Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes Ticket Management Accurately log all issues, requests, and tasks using the service … desk ticketing system Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines Effectively keep clients informed of ticket progress and resolution status Incident & Request Management Triage all incidents, and perform an initial diagnosis. Where incident is simple, progress the incident through to resolution or until escalation time is reached Take ownership of Service Requests ensuring … hardware and software Support users with email, Office 365, Active Directory, VPN, and other applications Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration). User Account Management; create, modify, and disable user accounts in Active Directory, Office 365, and other systems Reset passwords and troubleshoot login/authentication issues Monitoring & Incident Reporting Monitor client systems and More ❯

will be given due consideration. Duties and Responsibilities: Remote fault resolution via various available tools and programs. On site fault resolution. Equipment replacement and diagnostics at client sites. Managing ticket management system. Identifying trends and reporting on them. Creation of technical and documentation (procedures, hardware & software setups). Undertaking extensive maintenance visits on each site, to ensure a … fully operational system. Monitor, manage and update digital signage platform daily with existing and new inventory. Undertake key project management tasks, as instructed by Project Manager. Stock allocation & management through asset management system. Installation planning and preparation. Configuring equipment prior to installations and site visits. Network cabinet building. Work effectively with a variety of internal teams, including … Asset Development, Sales and Finance. Undertake screen upgrades on site under the management of Project Manager. Build a strong rapport with building management teams through on-site visits and email/phone. Assist in scheduling client content and dynamic content. Skills and Qualifications: Computer networking skills. AV/digital signage knowledge/experience. Excellent knowledge of Windows OS More ❯

systems, including Windows 7, 10, and 11 (Embedded). Ensure all IT assets are tracked, maintained and documented accurately. Remote fault resolution via various available tools and programs. Managing ticket management system. Creating and updating support tickets. Identifying trends and reporting on them. Stock allocation & management through asset management system. Collaborate with the network support and More ❯

professional and courteous manner. This role is based on our site in Whiteley (Monday to Friday) with on call out of business hours. You have a strong team of management around you who will support you within this role. Who are Tailor Made Technologies? Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the … provides a free breakfast and a pool table Duties and Responsibilities of our 2nd Line Service Desk Engineer: To provide excellent customer care and support through efficient and organised ticket management Providing first response fixes to customers via the phone, live chat or email Providing resolution to incidents, requests, and appropriately escalating all others Ticket triage – assessing … ticket priorities and escalating when required. Liaising with third parties and customers with regards to incident resolution and requests. Handling customer requests and escalate according to company procedures. Manage work queues and prioritise events, ensuring compliance with SLAs. Assist the service desk team leader in managing our service desk in such a way as to deliver excellent customer service. More ❯

any questions you may have about the role, between 09.00am till 17.00pm Monday to Friday. Contract length: 15th Sep 2025- 12th Dec 2025 Location : Aldershot Roles and Responsibilities: Queue ticket management of tickets assigned to their Hub (and surrounding spokes) ensures appropriate updates and call management to maintain service levels as per contract. Hub Stock management including asset management of kit in/out (Scan items in/out of locations) as per contract. Effective Management of disposals that go through their Hub as per contract. Triage and perform hardware repairs of 'in Warranty kit' and liaise with vendors for parts and returns as per contract. Locker replenishments where appropriate as per contract. More ❯

Dorset. The role requires a regular presence at the head office to support internal systems and users, with only occasional travel to other sites as needed. Key Responsibilities Support Ticket Management Triage incoming tickets across internal applications (e.g., Microsoft Business Central, Slim4, Warehouse Management Systems, Trade Websites, Product Database, Zendesk). Prioritize incidents based on business impact … import/export, interfaces, error logs). Strong customer support and communication skills with clear, concise updates. Solid troubleshooting and testing capability; structured, evidence-based problem-solving. Effective time management and prioritisation in a ticket-driven environment. Desirable Experience in an ERP Support role (preferable Business Central/NAV) Hands-on experience with other application support e.g. Microsoft More ❯

You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. Role Monitor the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner … and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and service requests reported via telephone, chat, email, or automatically generated Take ownership of specific tickets, ensuring that they are monitored, tracked and updated accurately … out initial support and classification of tickets and service requests to determine the correct SLA/urgency Ensure that all telephone, chat and email requests are logged within the ticket management tool Complete investigation and diagnosis via the remote management tools available or via communication with the end user Resolve tickets by implementing permanent fixes or work More ❯

the workload and communicate well with colleagues on agreed deadlines. Resolve tickets that are escalated to onsite support and reduce tickets to the service desk through proactive support and management of systems in assigned offices. Actively contribute to problem management and knowledge transfer Work closely with the Service Desk to feedback on support calls and ongoing issues and … own initiative. Experience in service desk or IT support role. Good knowledge of Windows operating systems. Full driving licence. Experience with Team Viewer, SCCM, Active Directory, Asure or ITSM Ticket Management Tools would be advantageous. Why Tetra Tech: Tetra Tech combines the resources of a global, multibillion-dollar company with local, client-focused delivery in 550 locations around More ❯

HMH is seeking an ITSM Service Technician to build and support ITSM process workflows in our Incident Management system (Freshservice) and to provide IT support for the end users at our Kintore site in Aberdeenshire. Additionally, provide remote support to 2,100+ employees in 30+ locations across 16+ countries on a variety of software, hardware, and networking issues. In … internal ITSM system hosted through Freshservice · Write API scripts to connect data sources, such as MS Intune and Entra, with Freshservice · Create and manage workflows to facilitate security group management, software requests, user onboarding/offboarding, and request fulfillment. · Through Problem Management analysis, develop proactive workflow solutions to automate repetitive tasks within the ITSM system. · Provide KB-documented … and other teams to establish and update support workflows (knowledge) in a dynamic environment · Follow a common set of practices and principles for the support team with regards to ticket management, knowledge ownership, customer escalation, and major incident management. · Embody a colleague-centric culture of trust, communication, and support Qualifications · Strong, hands-on Microsoft 365 skills (Azure AD More ❯

HMH is seeking an ITSM Service Technician to build and support ITSM process workflows in our Incident Management system (Freshservice) and to provide IT support for the end users at our Kintore site in Aberdeenshire. Additionally, provide remote support to 2,100+ employees in 30+ locations across 16+ countries on a variety of software, hardware, and networking issues. In … internal ITSM system hosted through Freshservice · Write API scripts to connect data sources, such as MS Intune and Entra, with Freshservice · Create and manage workflows to facilitate security group management, software requests, user onboarding/offboarding, and request fulfillment. · Through Problem Management analysis, develop proactive workflow solutions to automate repetitive tasks within the ITSM system. · Provide KB-documented … and other teams to establish and update support workflows (knowledge) in a dynamic environment · Follow a common set of practices and principles for the support team with regards to ticket management, knowledge ownership, customer escalation, and major incident management. · Embody a colleague-centric culture of trust, communication, and support Qualifications · Strong, hands-on Microsoft 365 skills (Azure AD More ❯

service level agreements (SLAs) and escalate when necessary Identify knowledge gaps and flag them Updating of knowledge articles Creation of articles Meet the required monthly threshold for call and ticket quality Improve on problem areas once highlighted by the Quality Manager Adhere to all service desk policies Adhere to all Ultima policies Keep up to date on all policies … to contribute to individual, team and company targets and objectives. Be commercially minded with ability to work independently. Be conscientious with an attention to detail. Preferred experience using a Ticket Management Software, creating/updating & logging tickets. ITIL Foundation Certified. KEY COMPETENCIES REQUIRE FOR ROLE (Please select all competencies required for the role to be effective) Adaptable – able More ❯

deliver/collect devices Proven experience as an IT Analyst/IT Engineer (or equivalent) in providing Triage and Hardware Repairs Knowledge of ITSM systems to help with Queue Ticket Management Ability to provide manual stock checks (asset management) and provide subsequent reports Manage disposal of appropriate equipment when required Ability to liaise with vendors relating to More ❯

clear communication with stakeholders. Build and maintain strong relationships with clients, promoting trust and long-term partnerships. Manage, mentor, and develop the Service Desk team — including recruitment, training, performance management, and setting clear objectives. Monitor service performance, producing regular reports and insights for the leadership team. Identify opportunities for continuous improvement in processes, tools, and customer experience. Collaborate with … Request, Change, and Escalation management. Ensure all service activities are compliant with data protection, security, and company standards. Support ISO systems and certifications as part of the wider information management function. Drive a culture of collaboration, accountability, and customer focus across the team. Skills & Experience Minimum of 3 years’ experience in a Service Desk Manager or equivalent leadership role … within IT services. Strong understanding of ITIL frameworks (ITIL Foundation certification preferred). Excellent communication and stakeholder-management skills. High attention to detail with the ability to work effectively under pressure. Proven track record in managing teams and driving service improvement initiatives. Strong technical awareness across modern IT infrastructure, cloud, and networking technologies. Desirable Experience Experience using PSA tools More ❯

desk operations and deputise when required. Lead and guide the team to resolve incidents efficiently and meet SLAs. Act as the escalation point for complex technical issues. Ensure accurate ticket management, documentation, and knowledge sharing. Collaborate with other IT teams to improve service quality and performance. Monitor systems, uphold security policies, and deliver excellent customer service. Identify process More ❯

reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems. Desired skills include: Remote/On Site Support, Ticket management, Experience working in an ITIL environment. Microsoft Office 365 services – experience in all aspects of Microsoft 365 migration and implementation highly desired. Email services (Exchange, Exchange Online More ❯

reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems. Desired skills include: Remote/On Site Support, Ticket management, Experience working in an ITIL environment. Microsoft Office 365 services – experience in all aspects of Microsoft 365 migration and implementation highly desired. Email services (Exchange, Exchange Online More ❯

distribute new iPhones to users. Create and maintain internal IT knowledge base articles. Essential Skills & Experience Proven experience supporting iOS devices and managing Intune MDM. Familiarity with ServiceNow for ticket management and trend tracking. Solid understanding of standard IT infrastructure, networks, and user support environments. Experience working with Windows-based laptops and systems (no Mac users). Strong More ❯