8 of 8 Apprenticeship SLA Jobs in the UK excluding London

records of support interactions. Develop a thorough understanding of all product documentation and processes to effectively support stakeholders and minimise response times. Provide timely solutions in line with internal SLA’s and business goals. Identify recurring issues and suggest improvements to the products, processes or documentation. Maintain up-to-date documentation of recurring issues, fixes and workflows to support consistent More ❯

usage and best practices Assist users in managing their user accounts, including password resets and access permissions Work on multiple issues/tickets concurrently, prioritising your workload and meeting SLA deadlines Keep track of all client and internal interactions in the company's PSA tool, to allow for accurate reporting of time, sales, communications, and profitability of each client Training More ❯

support to technical customer queries via phone, email and face-to-face contact Monitor, investigate and resolve issues where possible Prioritise and allocate incidents and tasks subject to client SLA's Ensure all incidents are recorded in the appropriate management systems Provide clear updates on progress to both the business and our clients Assist internal users with desktop support Create More ❯

trust asset registers are maintained Advise Trust colleagues on internal procedures and processes Assist in the development and management of internal documentation Aim to achieve Service Desk and personal SLA’s and KPI’s To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality ICT service Training During More ❯

service requests that are logged by all customers, either by phone, email, live chat or portal Ensuring all incidents and service requests are logged into ITSM package Ensuring all SLA obligations are met in the delivery of the above services Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to the appropriate team 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 ❯

core values, working in line with ‘best practice’ ensuring compliance to relevant policies. To maintain confidentiality and discretion. Provide first line analysis of all IT issues and ensure that SLA’s are met. Keep customers informed of the status and progress of tasks and update tickets. Ensure the customer is satisfied with the final resolution by placing a confirmation call. 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 ❯