3 of 3 Permanent ITSM Jobs in Oxfordshire

your shifts, ensure tickets are managed appropriately, and contribute to maintaining high levels of customer satisfaction. The role also requires strong adherence to IT service management best practice, including SLA compliance, accurate ticket documentation, effective communication, and cross-team collaboration to resolve complex issues. Key Responsibilities Support the Shift Leader … represent the Service Desk professionally. Solid troubleshooting capability across hardware, software, and enterprise technologies such as Microsoft 365, VDI, and collaboration tools. Familiarity with ITSM tools (e.g., ServiceNow or Jira Service Management) and good understanding of ticket management best practices. Calm, organised, and able to handle pressuretraits essential for progressing ...

Delivery Lead - UK: Receive direction, prioritisation, and performance feedback; escalate complex issues for support. Service Management Team (Perth): Collaborate to ensure alignment with global ITSM and ITOM practices, including consistent use of ServiceNow, HAM, and operational standards. Global Service Desk & GTOC: Partner to manage escalations, knowledge sharing, and service handoffs. … experience. Microsoft or customer service certifications (highly desirable). Proven experience providing end-user and device support, both hands-on and remotely. Experience with ITSM practices for handling incidents, requests, changes, and problems. Exposure to Hardware Asset Management (HAM) processes including stock, asset tracking, and lifecycle management. Experience supporting executives ...

phone, email, or ticketing system. Ensure that all incidents are appropriately categorised, prioritised, and tracked through the ticketing system. Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Document all support … requests. Monitor performance metrics, ensuring the team meets established service level agreements (SLAs). Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note. Continuous Improvement: Proactively identify areas for process improvement and recommend solutions to enhance service delivery. ...