1 to 25 of 249 Permanent SLA Jobs in the UK excluding London

achieve first-call resolution rates above 75% for incidents within my scope Customer satisfaction scores remain above 4.5/5 for all support interactions I meet or exceed agreed SLA targets for response and resolution times End users provide positive feedback about the quality and professionalism of support received I maintain accurate and comprehensive ticket documentation that enables seamless handovers More ❯

related issues. Tier 3 Resolution of escalated infrastructure, networking, and security incidents (Support from on-call 3rd line specialist teams available) Support end-user hardware and software issues, ensuring SLA targets are met. Maintain accurate documentation of incidents, requests, and fixes in the ITSM systems. Education and Qualifications Azure or M365 advanced certifications (e.g., AZ-305, MS-700). Strong More ❯

will have full ownership of the calls that you take and will be responsible for prioritising incidents quickly whilst providing high standards of customer service in line with agreed SLA s. This position is both technical and customer service based and is ideal if you are looking to progress in an IT Support career and have the following: At least More ❯

experience favourable. Certifications in MS Operating Systems, A+ Certification, Network+ and MS Office 365 applications desirable. Experience in a hands-on application support role beneficial, providing services to agreed SLA's and OLA's Experienced in managing multiple issues, stakeholders and priorities a must Knowledge of supporting & administering: Cloud based (Azure) and on-prem Microsoft environments Productivity suites (Office More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

software, and network issues promptly and effectively. Fix 70% of incidents at first contact (when possible). Achieve overall customer satisfaction of 95%. Achieve overall customer service level (SLA) of 98%. Ensure adherence to performance targets. Ensure that incidents are dealt with according to customer and priority needs. Log all support interactions and maintain accurate records of user More ❯

resolve support incidents/service requests when received and escalate issues to appropriate teams, whilst ensuring that the BDO IT Client Services team are operating within defined KPI and SLA targets. You will; Provide customer centred support adhering to BDO Quality and service level agreements. Provide call handling, ticket and incident management, escalation and first line investigation and resolution in More ❯

support/service in person, via inbound communication channels Participate in regular team meetings Attend and contribute to regular appraisal and personal development meetings Manage incidents/requests agreed SLA/OLA and maximum efficiency Undertake statutory and job specific training About us HBLICT has been established to provide comprehensive ICT services to six partner organisations, with each partner organisation More ❯

installation Strong Microsoft Office and Office 365 skills Client patching and collection management using SCCM Active Directory and other account administration experience Strong documentation skills Experience working to Service Level Agreement targets Ability to use remote control tools and provide effective telephone/remote support Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software More ❯

installation Strong Microsoft Office and Office 365 skills Client patching and collection management using SCCM Active Directory and other account administration experience Strong documentation skills Experience working to Service Level Agreement targets Ability to use remote control tools and provide effective telephone/remote support Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software More ❯

Scheme What Will I Be Doing: * Ensure that all tickets raised via our ITSM portal, telephone or walk up are logged, triaged, and managed through to resolution within agreed SLA's * Ensure triage of tickets is performed to a high standard so that tickets are prioritised correctly, and trends can be successfully identified * Ensure tickets assigned to the IT Support More ❯

identification. Monitor and manage call queues, escalating where necessary. Work closely with other technical teams and adhere to security policies. Maintain accurate records in ITSM tools and contribute to SLA reporting. Skills & Experience Essential 5+ years supporting large-scale hybrid environments. Strong knowledge of Windows Server, Active Directory, Entra ID, VMware/Hyper-V. Hands-on experience with Thales Luna More ❯

for support excellence. When a situation needs more expertise, youll hand it over cleanly using our escalation process. Work closely with the broader IT team to maintain a 95% SLA, championing a right first time service philosophy. Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable. Prepare laptops, desktops, and mobile devices with precision, ready More ❯

for support excellence. When a situation needs more expertise, youll hand it over cleanly using our escalation process. Work closely with the broader IT team to maintain a 95% SLA, championing a right first time service philosophy. Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable. Prepare laptops, desktops, and mobile devices with precision, ready More ❯

V, SRM vSAN, VCF, Tanzu Aria Suite (vRealize) PowerCLI, vRO, Terraform Networking fundamentals Microsoft Azure, SCCM, Intune SQL Server, AD, ADFS Windows Server, Hyper-V Azure AD, Debugging Tools SLA & escalation management Linux RHEL, CentOS, Ubuntu Bash, Python, Ansible Docker, Kubernetes Systemd, YUM/APT CI/CD familiarity Desirable Skills & Growth Potential We know great engineers arent built from More ❯

and compatibility * Create and manage IT integration/separation plans, including TSAs and roadmaps * Oversee data migration, infrastructure alignment and app rationalisation * Ensure uninterrupted IT services and maintain high SLA performance * Manage IT incidents, requests, changes and problems (ITIL framework) * Act as key liaison between IT and stakeholders (Legal, HR, Finance, Ops) * Coordinate with external vendors and manage service contracts More ❯

Sagas strategic initiatives. Creating and maintaining technical and process documentation. Taking support requests on the phone & through webchat. Managing my own queue of work in Service Now within the SLA requirements. Maintaining a reasonable CSAT rate and providing an exceptional level of customer service. Monitoring and managing a shared mailbox. Managing my own workload and using my initiative to complete More ❯

cost-saving solutions and optimize endpoint management strategies globally. Key Responsibilities Manage the overall P&L for the Global End Point Operations Accountable for achieving delivery goals (customer specific SLA and KPIs) in large and complex enterprise environments involving the use of different tools and technologies Define and execute the global strategy for the End Point service aligning it with More ❯

remotely or arrange a site visit. To log all calls on the tickets logging system and maintain full documentation To maintain user security on all systems Ensures that internal SLA’s and ITIL processes are followed Maintain a knowledge base of any software or hardware problems detected To arrange for external support visit where problems cannot be resolved remotely Manage More ❯

minimum. Working with other teams, R&D, Support, and Professional Services to identify areas of improvement. Supporting your associated product as a 3rd Line Product Expert, helping to meet SLA's. You will be a key technical contact working within a product team of three and part of a wider European Team of 15+ engineers. This is an excellent opportunity More ❯

resolution. Support the IT Helpdesk function using ITSM tools (e.g., Halo ITSM). Provide on-call Priority 1 support on a rota basis. Collaborate with resolver teams to review SLA/KPI performance and identify improvements. Ensure compliance with Information Security, privacy, and regulatory requirements. Key skills for the IT Service Delivery Manager: 5+ years' experience managing ITIL processes in More ❯

Technical Infrastructure/Data Centres/Cloud Services IT Services or Managed Services Providers (MSPs) Telecommunications/Network Services Operations Management with client-facing responsibilities Escalation Management Onboarding & Implementation SLA Management Business Development Support Project Coordination Executive-Level Engagement More ❯

Technical Infrastructure/Data Centres/Cloud Services IT Services or Managed Services Providers (MSPs) Telecommunications/Network Services Operations Management with client-facing responsibilities Escalation Management Onboarding & Implementation SLA Management Business Development Support Project Coordination Executive-Level Engagement More ❯

manage and own technically complex Incidents and Request through to resolution when required. Manage the team to ensure Incidents and Requests are picked up, triaged effectively and resolved within SLA to a high standard, setting a benchmark for best-in-class technical resolution. Engaging vendors and 3rd parties at senior technical levels to ensure Incidents are triaged and managed effectively. More ❯