5 of 5 Apprenticeship SLA Jobs in the UK

rapport and elicit problem details from service desk customers Provide first contact support for incoming requests, and prioritise incidents and service requests in a professional manner, aligned to our SLA Escalate incidents to a suitable technician when required. Work alongside other team members to triage service requests and incidents using an ITIL framework Record, track, and document the service desk More ❯

installation under supervision. Support the implementation of multi-factor authentication and group policy application while following internal procedures. Accurately log support requests using Autotask and escalate issues according to SLA requirements and technical complexity Communicate with users via phone, email, messaging, and video calls, delivering clear and professional customer service. Use internal documentation and knowledge bases to perform basic troubleshooting More ❯

Glue, Halo PSA) to log support cases and maintain audit trails Learn to interpret technical documentation such as knowledge base articles, vendor specs, and network diagrams Contribute to meeting SLA targets, including a 15-minute response time Participate in the implementation of security measures such as MFA, antivirus configuration, group policies, and encryption Gain exposure to and support the rollout More ❯

security processes, including password resets, group policy implementation, and anti-virus configurations. Use Heat/Colt ticketing systems to log, track, and escalate IT issues. You will support with SLA adherence and document tasks thoroughly. Assist with hardware setup, including hard drive replacements, routers, switches, Wi-Fi servers, wireless headsets, and printers. Conduct software and driver updates, security patches, and More ❯

IT Professional Services are based on the Drum Industrial Estate and we have a live vacancy for an IT Apprentice. You will study for a Level 3 Microsoft IT Technician qualification and will have a lot of support to help More ❯