1 to 25 of 42 SLA Jobs in the Thames Valley

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 ...

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 ...

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 ...

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 ...

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. ...

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. ...

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 ...

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. ...

delivery across multiple concurrent workstreams. Experience operating with or implementing a PMO or project governance function, even informally, is important, as is familiarity with SLA management and service reporting in a commercial context. Experience in field services, configuration, or network operations is highly desirable. You’re highly organised, capable ...

team performance, service quality, resource planning and continuous improvement initiatives. Key responsibilities include: Leading and developing Service Desk Team Leaders and technical teams Driving SLA performance and customer satisfaction Managing service demand, workload and ticket backlogs Acting as a senior escalation point for critical incidents Using operational data and reporting ...

offboarding. Leading sourcing activities, competitive tenders and commercial negotiations. Building strong partnerships with key technology suppliers and service providers. Driving supplier performance through robust SLA, KPI and governance frameworks. Managing supplier reviews and identifying opportunities to improve quality, innovation and cost efficiency. Working closely with Digital, Procurement, Finance and Service ...

best practices for data design, ensuring scalable, high‐quality and consistent architecture and modelling. Provide timely and accurate root‐cause analysis and resolution within SLA timeframes. Work with the Core Data Lead to build a unified team work plan aligned with business objectives and data initiatives. Collaborate with Reporting Engineers ...

configuration items (CIs) are accurately mapped within a consistent, scalable hierarchy. Customer Service Management: Architect CSM solutions covering case management, customer engagement, customer workspace, SLA compliance and entitlement configuration. Technical Governance & Design Authority: Chair architecture and design review forums, reviewing and approving High-Level Designs (HLDs) and Low-Level Designs ...

configuration items (CIs) are accurately mapped within a consistent, scalable hierarchy. Customer Service Management: Architect CSM solutions covering case management, customer engagement, customer workspace, SLA compliance and entitlement configuration. Technical Governance & Design Authority: Chair architecture and design review forums, reviewing and approving High-Level Designs (HLDs) and Low-Level Designs ...

weekly service update email to the key contacts for these Trusts and prepare and present a monthly service review report including reporting on any SLA failures. Enforcing and monitoring in line with school policies. Training of internal staff. Our ideal candidate will have: A strong passion for IT, with ...

initiatives, ensuring timely delivery, adherence to quality standards, and effective resource utilisation.Define and embed observability standards across the platform (OpenTelemetry, distributed tracing, SLO/SLA frameworks), giving engineering teams clear visibility into platform health and performance.Drive FinOps discipline across platform infrastructure, owning cloud cost governance and optimisation in partnership with ...

parts of the business. Assist in creating business plans Visiting customer sites for meetings/presentations to promote Microsoft offerings Monitor progress against customer SLA’s to ensure customer service levels are achieved Record activities on CRM Maintain & develop technical skills/Certifications as required Is this the role ...

Senior Engagement Manager to work on telecom projects.In this role you will play a key role in:On-time delivery of project milestones.Achievement of SLA/KPI targets.Budget adherence and effective cost management.Client satisfaction scores and stakeholder feedback.Quality and completeness of project documentation.Your profileMinimum of 15 years of experience ...

platforms, such as KnowBe4. Exposure to Digital Risk Protection, Brand Protection, Dark Web Monitoring or Threat Intelligence. Experience managing customer escalations, service reviews or SLA reporting. Relevant cyber security qualifications, such as CompTIA certifications, or familiarity with frameworks and standards including NIST, ISO 27001, SOC 2 and GDPR. About Saepio ...

What will you bring? Understanding of network management and use of Network Management Platform tools Proven track record of successfully prioritising simultaneous activities within SLA Proven track record in complex delivery of multiple teams and interfaces Self-motivating individual with the ability to develop strong customer relationships as well ...

Hybrid NOTE: Active SC Clearance is highly desirable. Responsibilities: Technical 80%- Call and incident Management. Respond to service calls and resolve incidents to ensure SLA targets are achieved. Increase the First Time Fix rate. Adhere to escalation procedures. Assist with technical escalations for other team members. Monitor call queue … incidents. Ensure accurate completion of all incident records and associated paperwork. Monitor and update the call management system as required. Assist with SLA reporting. Skills/Experience: 5+ years’ experience managing, maintaining, configuring and troubleshooting large scale hybrid environments. 3+ years’ experience with Microsoft Windows Server Operating Systems, Windows Active ...