3 of 3 Ticket Management Jobs in Gloucestershire

need to be eligible for SC clearance for this role We are seeking an experienced ITIL Incident Manager to work within our Support Team; primarily focused on driving support ticket management and resolution on our Zendesk ITSM Tool. This role will cover incidents associated with all partner technologies utilised by Route 101 in the deployment of services to … an understanding and experience of working in a technical as well as an ITIL environment is sought. The role will involve updating customers and internal stakeholders, driving partners in ticket resolution and assisting engineers in queue management. The Incident manager will also be responsible for managing any Major Incidents driving them through to resolution while liaising with Customers. They … will also assist in defining and maintaining the Incident Management process, ensuring that it aligns with customer SLAs and provides the necessary governance around our approach to Service Management. Key responsibilities: Champion the ITIL Incident Management Process within the Service Management and Operations Organisation Work with engineers and run reports to identify priority tickets which determines the More ❯

missile defence, and cybersecurity solutions—supporting U.S. and allied defence operations worldwide. About the role: You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. This will involve escalating and liaising with other business units in order to … resolve issues within the defined SLA, acting as a central point of contact between our users and IT Services, the management of incidents and service requests, receiving and recording all calls from our users within our ticket management tool, providing initial assessment of all tickets, attempting first time resolution and/or escalation, monitoring and escalating tickets … actioned and responded to in a timely manner and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and service requests reported via telephone, chat, email, or automatically generated Take ownership of specific tickets, ensuring More ❯

You will be working with the UK Service Desk, supporting the end to end management of incidents and service requests reported by our users and achieving first time fix where possible. Role Monitor the service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner … and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and service requests reported via telephone, chat, email, or automatically generated Take ownership of specific tickets, ensuring that they are monitored, tracked and updated accurately … out initial support and classification of tickets and service requests to determine the correct SLA/urgency Ensure that all telephone, chat and email requests are logged within the ticket management tool Complete investigation and diagnosis via the remote management tools available or via communication with the end user Resolve tickets by implementing permanent fixes or work More ❯