1 to 2 of 2 Permanent Ticket Management Jobs in London with Remote Work Options

software and the associated integrations/add-ons through telephony, e-mail, and self-service tools • Log and update Incidents and Requests (within the ticket management tool) with the relevant actions to keeps Customers and others informed of ticket progress • Diagnose, troubleshoot, and resolve unique, nonrecurring problems … while classifying the impact and urgency of the ticket and determining the source of issue • Provide proactive workarounds where technical constraints impede the business process • Escalate issues and involve other support consultants wherever required in order to resolve issues as quickly as possible • Use remote resolution methodologies such as … articles, training manuals in adherence with Sapphire Support processes and templates both internally and Customer facing • Ensure operational processes are adhered to including Incident Management, Requests Management, Major Incident and Problem Management • Identify potential consultancy and/or training requirements while dealing with the Customer and passing more »

function of internal team members. Provide training of all Company tools and applications, for staff and customers. Provide accurate reports and metrics to Company management on the status and performance of Company tools and applications. Liaise with Vendors and peers to resolve issues with tools and applications. Proactively maintain … assigned by the Managed Services Manager or Operations Director. Adopt continuous learning and improvement processes in all aspects of the position. Key accountabilities Leadership, Management and Accountability Oversight and governance of all global systems at technical level Outcome-based reporting on Centralised Services activities and workstreams Project management of Centralised Services projects, including internal stakeholder and engineer management Ensure maximum network security through patching, backup monitoring and mgmt., antivirus review and remediation, etc Increase standardisation through identification of non-standard environments and support to implement standards Develop and maintain automation routines. Implement, participate and promote Quality more »