1 to 25 of 102 SLA Jobs in the South East

wired/wireless networking.* Proven experience of an ITSM platform, for example ServiceNow or equivalent, including accurate ticket logging, categorisation, prioritisation, SLA awareness and clear audit-quality updates.* Good knowledge of Apple client environments, including macOS and iOS, user support and device troubleshooting.* Applied knowledge of scripting and automation ...

resolving technical issues related to Windows desktop and server-based applications Managing incoming support requests, ensuring all issues are troubleshot and prioritised according to SLA Assisting in the deployment of software patches, upgrades, and configuration changes across Production and Non-Production environments Actively tracking application health using performance management tools ...

clearly to non-technical users. Small projects, e.g. new starter setups, device rollouts, office moves Own tickets end to end in a PSA within SLA, with minimal escalation Contribute to client technical reviews and recommendations Technical experience Hands-on experience with Microsoft 365administration: Entra ID, Exchange Online, Intune, SharePoint/ ...

clearly to non-technical users. Small projects, e.g. new starter setups, device rollouts, office moves Own tickets end to end in a PSA within SLA, with minimal escalation Technical experience Hands-on experience with Microsoft 365administration: Entra ID, Exchange Online, Intune, SharePoint/Teams/Azure Networking knowledge, including ...

excellent customer service. Own day-to-day Service Desk performance, including ticket prioritisation, workload management, escalation, communication and resolution. Maintain strong standards across SLA/OLA performance, first-contact resolution, ticket quality and effective hand-offs between teams. Act as the senior escalation point for complex or sensitive issues ...

learn new technologies. Flexible and adaptable in a fast-paced environment. Performance Measures First-time fix rate. Ticket resolution times. Customer satisfaction scores. SLA compliance. Accuracy of ticket documentation and updates. Benefits Competitive salary. Company pension scheme after three months. Annual leave entitlement. Training and career development opportunities. Hybrid working ...

assignments, and access modifications across Microsoft tools. Technical Troubleshooting: Remotely diagnosing faults across Windows operating systems, desktop applications, hardware peripherals, and core networking protocols. SLA Compliance: Proactively managing individual queues to ensure all client requests meet target response and resolution times. Maintaining a high level of customer service when responding ...

Clearance Service Level & Continual Improvement Manager Responsibilities - Define, negotiate and maintain SLAs, OLAs and supplier service agreements. - Monitor service performance, contractual compliance and potential SLA breaches. - Lead service reviews, performance reporting and governance meetings. - Develop and maintain service dashboards, KPIs and management information. - Manage service performance escalations and coordinate corrective ...

team (ILS, Training, application onboarding) to ensure continuous service delivery and development and a seamless customer experience Service Reporting Produce monthly reporting packs covering SLA performance, KPIs, backlog, trends, and risks Develop and maintain dashboards in relevant Service Management toolsets Support audit evidence gathering and compliance checks as required Continuous ...

activities. Coordinate Service Desk, End User Compute, regional teams and third-party suppliers to ensure effective end-to-end service delivery. Monitor service health, SLA performance, operational risks and recurring issues, taking proactive action where required. Provide leadership and coordination during major incidents and critical service events. Manage the operational ...

Line technical escalations across Windows, Linux, virtualisation, storage and networking. - Lead P1/P2 major incident investigations, technical recovery and stakeholder communications. - Monitor SLA/KPI performance, incident queues and service quality. - Drive root-cause analysis, problem management and permanent incident resolution. - Coordinate infrastructure changes, CAB reviews, maintenance windows ...

Service Provider (MSP) Service Desk. You'll manage a team of 6-8 Service Desk Engineers , ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement. Key Responsibilities Lead, coach and develop a team of Service Desk Engineers Manage day-to-day Service Desk ...

allocation, spend tracking, and cost efficiency across regional and site operations. Oversee service performance through KPIs, scorecards, dashboards, and measurable outcomes focused on reliability, SLA performance, resolution times, site health, user satisfaction, and recurring issue reduction. Act as the senior escalation point for critical site IT incidents, cross-regional service ...

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 ...

stakeholder communication.Cross-Tower Troubleshooting. Effective L2 escalation, root-cause diagnosis and resolution across Wintel, virtualisation, storage, network, AD and databases.SLA & Service Quality Management. Proven SLA/KPI delivery through queue, incident-ageing and compliance monitoring, with corrective action.Change Coordination. ITIL-aligned oversight of standard, minor and emergency changes, including technical ...

Microsoft 365, Teams, Outlook, OneDrive, identity/access and endpoint support. Experience with ITSM tools, incident/request management, queue control, priority handling and SLA-driven support. Ability to troubleshoot independently, gather evidence and escalate with clear technical detail. Experience coaching or mentoring less-experienced analysts and raising team quality. ...

clear support, keep them informed so they never need to chase, and follow up to confirm issues are fixed Resolve incidents and requests within SLA through ServiceNow remotely first, with a focus on first-time resolution (FTR) Record tickets accurately against the Business Service Service Offering CI model, and escalate ...

also includes deploying application updates, patches and hotfixes. Availability Management - oversee the hosting and platform service to ensure compliance with our availability and performance SLA commitments. This will include ensuring event logs, error logs and alerts are proactively monitored and responded to mitigate the risk of a service issue. ...

clear support, keep them informed so they never need to chase, and follow up to confirm issues are fixed Resolve incidents and requests within SLA through ServiceNow – remotely first, with a focus on first-time resolution (FTR) Record tickets accurately against the Business Service → Service Offering → CI model, and escalated ...

doing Coordinating incidents and service requests from logging through to resolution. Active SC Clearance is essential. Managing operational queues, aged tickets, escalations and SLA performance. Acting as the central point of coordination between Service Desk, resolver teams, suppliers and service management leads. Supporting Major Incident, Problem, Change and Service Introduction ...

level along with the Account Manager.**Job specifics/responsibilities:*** Lead the resolution of incidents, coordinate customer service requests, and ensure Service Level Agreements (SLA) are consistently met.* Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence* Understand customer ...

time is planned, used and recorded, and that skills gaps across the team are identified and addressed. Produce weekly operational reporting covering ticket volumes, SLA performance, backlog, project status and capacity, and monthly reporting on utilisation, chargeable time and cost of delivery. Oversee the day-to-day financial operations ...

hybrid role based in the UK. The position involves supporting a single end-customer, handling incident management and project work, and ensuring SLA targets are met. The role requires extensive Windows Server, Active Directory, Entra ID and VMware experience in a large hybrid environment, with ITIL familiarity and strong communication ...

annum Hybrid, 3 days onsite and 2 days working from home Skils: Cloud, IT support, MS365, Azure, 2nd line, SLA, Windows, Server, Exchange, Mobile Support, Desktop, servicedesk, hardware, software, Installations etc We are looking for an experienced 2nd Line Support Engineer to join an established IT support team in Milton ...

Microsoft 365, Teams, Outlook, OneDrive, identity/access and endpoint support. Experience with ITSM tools, incident/request management, queue control, priority handling and SLA-driven support. Ability to troubleshoot independently, gather evidence and escalate with clear technical detail. Experience coaching or mentoring less-experienced analysts and raising team quality. ...