26 to 50 of 236 SLA Jobs in England

support needs accurately in the Service Management system Retaining ownership of academy support tickets and updating staff on progress Resolving support tickets within SLA targets Re-routing or escalating tickets to the correct team and working with third line support, Project Managers and stakeholders Identifying, implementing and documenting desktop workarounds ...

Satisfaction – NPS Scores, Service Management Surveys Customer Retention Additional opportunities and revenue growth Profitable contract management including reduction in cost to serve Adherence to SLA performance Qualifications What you need to have done already Customer facing role within a service industry Experience within an IT/Managed Service/Telecoms ...

consistently high customer satisfaction scores. Building strong, long-term B2B customer relationships. Supporting the achievement of customer retention targets. Meeting agreed service KPIs and SLA commitments. Providing accurate administration and supporting the successful delivery of customer services. Contributing to continual service improvement initiatives. Supporting opportunities for customer growth and additional ...

ensuring it accurately reflects current services, operational processes and customer requirements. Produce performance dashboards and management information covering service performance, customer satisfaction, KPIs and SLA compliance. Work closely with Engineering, Network Operations, and Project teams to ensure services are delivered effectively throughout their lifecycle. Support Client Directors n identifying opportunities ...

Service Desk or L1 Support environment. Strong troubleshooting and fault-finding skills. Excellent customer service and communication abilities. Experience working with ticketing systems and SLA-driven environments. Knowledge of Windows operating systems and Microsoft technologies. Ability to prioritise and manage multiple incidents effectively. Desirable Experience supporting Microsoft 365 technologies. ITIL ...

consistency across projects and instances. Define and maintain the platform's data model and schema design, including request types, asset/configuration management, and SLA structures. Design and oversee integrations between JSM and wider toolchains (e.g. CMDB, Jira Software, Confluence, monitoring and ITSM tools). Act as technical authority ...

processes, new computer systems. Desirable Experience of working within ITIL framework procedures Trained and have experience of Secure ID Checking Experience of working with SLA's and working to defined KPI's Experience working in an NHS IT department and understanding of NHS working practices Skills Essential Effective communications - able ...

Youll need strong hands-on experience with Microsoft Intune, Entra ID, Defender for Business, Windows 11 and macOS device management, ITSM/ticketing operations, SLA-driven support and people leadership. This role suits someone who is client-facing, data-driven, calm under pressure, prevention-focused and comfortable leading a support ...

appropriately * Provide a professional service at all times * Ensure that all customer problems are resolved to a satisfactory conclusion * Ensure all Incident OLA and SLA's are met * Work in collaboration with other departments within the business * Major Incident management Required Skills: * Experience and an understanding of Windows Server ...

friendly face of IT while users are experiencing problems Taking requests from users via email, ticketing system and telephone Adhere to challenging SLA requirements, logging full details of time and work undertaken Completing initial troubleshooting in a timely manner Monitor the support ticket system for incidents requiring escalation or urgent ...

line support engineer will need to be able to get an enhanced DBS clearance. Responsibilities/Requirements Manage tickets in line with SLA's, keeping customers well informed throughout Taking ownership of escalated tickets through to resolution Supporting and mentoring the 1st and 2nd line team to confidently handle more ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...

Interfaces: IT Service Desk (1st Line) Infrastructure & 3rd Line Engineers Business system owners External suppliers and partners IT Operations Manager Measures of Success SLA adherence and ticket resolution times First-time fix rate/reducti ...

ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement Provide insights and recommendations to improve service reliability and operational efficiency Skills, Knowledge and Expertise ...

ensure the records are kept up to date Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA’s are met Escalate issues to internal and external stakeholders in a timely manner with the correct information Provide the highest levels of service ...

delivery teams in London, Singapore, and Australia Define the automation strategy and prioritise cross‐tower automation initiatives for maximum cost and quality impact Establish SLA/KPI frameworks, performance dashboards, and outcome‐based metrics for all towers Lead the offshore migration strategy: define which roles move offshore, governance model ...

core Microsoft technologies, including Microsoft 365, Azure, identity and endpoint management services. Manage and challenge managed service providers and technology partners, including service reviews, SLA management, incident escalation, root cause analysis and remediation tracking. Ensure device and endpoint compliance issues are identified, monitored and resolved appropriately. Oversee joiner, mover ...

remaining technically involved. Key Responsibilities Manage, mentor and develop a small Service Desk team. Oversee daily IT support operations, ensuring excellent customer service and SLA performance. Act as the technical escalation point for complex desktop and infrastructure issues. Deliver and support a range of IT projects and technology implementations. Maintain ...

timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid ...

iProcurement and Purchasing Time and Labour Warehouse Management (including Mobile Web Applications) Experience working with Oracle Fusion Cloud applications Experience within a service-led, SLA-driven environment Strong problem solving and analytical capability Experience working with ITIL processes and application lifecycle management Key skills: Clear and confident communication ...

cyber security incidents. Drive continual improvement across SOC processes, playbooks and operational procedures. Monitor and improve key SOC performance metrics including MTTD, MTTR and SLA performance. Ensure effective use and optimisation of SIEM, EDR/XDR and SOAR technologies. Coordinate major cyber incidents and lead post-incident reviews. Work closely ...

have English as their first language. Taking ownership of your own tickets making sure all tickets are updated and resolved within SLA set. Ability to work independently and meet deadlines consistently. Capability to work under pressure and prioritize tickets. Identify and escalate repeating tickets to other team members. Proficiency ...

deliver high-quality support and maintain key service levels. Key Responsibilities Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts. SLA Guardian: Ensure incidents and requests are resolved quickly within agreed timeframes. Escalations: Handle complex technical issues and route them to higher-tier teams when needed. Quality ...

supporting a team of 1st line engineers, driving performance and accountability Managing the service desk queue, ensuring tickets are prioritised, assigned, and resolved within SLA Providing both local and remote support across a global user base Acting as an escalation point for more complex technical issues Supporting infrastructure and user ...

Troubleshooting network issues across a range of technologies Logging and managing faults with third-party providers Ensuring all tickets are progressed and resolved within SLA Keeping customers updated via phone, email, and ticketing systems Configuring and supporting network equipment (routers, switches, WAPs) Supporting customer installations and project work Escalating complex ...