20 of 20 SLA Jobs in the Thames Valley

resolving escalated issues across Windows Server, Active Directory, Microsoft 365, cloud and networking technologies Taking ownership of tickets from start to finish, ensuring SLA adherence and excellent customer outcomes Working closely with 1st line teams and escalating to 3rd line where appropriate Contributing to continuous service improvement, documentation and client ...

excellent opportunity for an analytical, detail-oriented professional who is passionate about data-driven decision making within a complex technology landscape. Key Responsibilities SLA, KPI & Performance Reporting Build and maintain dashboards, reports, and scorecards covering SLAs, KPIs, OLAs, and operational metrics. Monitor trends to identify risks, bottlenecks, and improvement opportunities. ...

week at our offices, so please bear this in mind when applying What youll do Resolve incidents and fulfil service requests, ensuring we meet SLA targets and provide excellent customer service Guide and support other 2nd Line Analysts, offering assistance with escalations and helping to maintain an efficient service desk ...

administration Support hardware, peripherals, and meeting room technology Escalate complex issues to 2nd line teams with clear documentation Deliver excellent customer service and maintain SLA standards Essential Skills & Experience Experience in a 1st Line IT Support role (MSP exposure beneficial) Working knowledge of Windows OS and Microsoft 365 Basic Active ...

with customer site champions to carry out initial triage Ensure consistent, accurate and timely updates to tickets Ensure timely internal and external communications per SLA Handle customer calls into Network Operations whilst on shift Ensure detailed handover to next shift of all open issues and planned maintenance Add, remove, configure ...

India, and South Africa locations. What youll do Manage customers security patching and Software Deployment requirement according to the agreed contract and SLA 1st point of contact for escalation of Patch related incident and problems Incidents and Problems are owned and managed through to resolution Undertake root cause analysis with ...

provide clear, actionable intelligence that helps teams improve incident management, change success, request fulfilment, and overall service health.What You'll Do Build and maintain SLA/KPI dashboards and performance reports Analyse trends across Incident, Problem, Change, Request, Asset & CMDB Provide insight for service reviews, governance forums & audits Improve data ...

including monitoring, support, and maintenance of Progress OpenEdge databases. Manage day-to-day IT Service Desk operations — ensuring prompt issue resolution, high customer satisfaction, SLA/KPI adherence, and performance tracking. Lead infrastructure projects (upgrades, deployments, growth initiatives) — defining scopes, coordinating resources, delivering on time/budget, and minimising disruption. ...

cover. What you’ll do on a typical day: Providing 2nd–3rd line support for system-related issues, investigating incidents and delivering fixes within SLA Triaging tickets, updating information, and escalating to relevant teams where needed Communicating with customers through phone, email, and support software to deliver clear updates ...

with customer site champions to carry out initial triage Ensure consistent, accurate and timely updates to tickets Ensure timely internal and external communications per SLA Handle customer calls into Network Operations whilst on shift Ensure detailed handover to next shift of all open issues and planned maintenance Add, remove, configure ...

loop automation. The role requires strong program governance, change management, and stakeholder alignment across architecture, operations, and vendor ecosystems, with clear KPIs (MTTR reduction, SLA adherence, cost-to-serve, CX uplift). Key skills: Deep understanding of service assurance, fulfillment, and network operations; hands-on with digital twin frameworks (topology ...

Role Focus 80% Sourcing & Market Mapping 20% Recruitment Administration & Coordination Key KPIs 20–30 quality CVs per week 5 strong shortlists per fortnight Consistent SLA adherence across all open roles Candidate Profile (Essential) 1–2+ years of SAP recruitment or sourcing experience (UK market) Strong understanding of: SAP products, modules ...

outsourced FM partners -Strategic input into future facilities, expansions, testing & handover -Operational & capex budgets, cost optimisation and asset-level P&L awareness -KPI, SLA and facility-health reporting that actually drives decisions -Risk management, compliance, incident response & business continuity -Senior escalation point for major incidents — steady hands required ...

UK. This role involves traveling to client sites to install and configure AV solutions, ensuring high standards of quality and adherence to strict SLA's. Responsibilities: You will travel to client sites, primarily in Reading but also across the UK, to install and configure AV solutions. You'll work closely ...

/SOC workflows, and cross domain OSS systems. The ideal candidate brings deep knowledge of fault/performance management, alarm normalization, topology aware correlation, SLA monitoring, and closed loop automation, combined with the ability to translate operational challenges into intuitive, scalable product features that reduce MTTR, improve service reliability ...

Security Analyst – 2nd Line (Service Desk) This role requires you to be in the Reading Office three days a week and work from home for two days a week, although you will be required to ...

first point of contact for IT-related incidents and service requests. The focus is on delivering a high-quality customer experience while meeting agreed SLA targets. Although primarily a first line role, there will be opportunity for limited second line exposure, making this suitable for candidates looking to broaden their … managing incidents and service requests Resolving issues at first point of contact where possible Escalating incidents appropriately in line with defined procedures Ensuring SLA targets are consistently achieved Maintaining accurate documentation and ticket updates Delivering a professional, customer-focused support service at all times Working as part of a small ...

Workplace Technology domains. The role ensures that Service Management Layer (SML) services are supported with accurate, timely, and actionable data — enabling informed decision‐making, SLA adherence, continuous improvement, and operational excellence. Working across Productivity, Identity & Access Management (IAM), Hardware, Endpoint, and Collaboration domains, the analyst provides a unified view … compliance, and user experience. The role plays a critical part in strengthening governance, optimising service performance, and supporting product‐led delivery models. Key Responsibilities: SLA, KPI, and Performance Reporting Develop and maintain dashboards, scorecards, and reports that track SLAs, KPIs, OLAs, and operational metrics across all Workplace Technology domains. Monitor ...

clients, helping to ensure that both individual and team SLAs are met Respond to customer calls and tickets daily, resolving them within SLA and keep the customer updated at all times. Escalate business critical issues Represent SolCo professionally at all times, ensuring our customers experience is always a positive … Respond to all assigned customer tickets within SLA, make and receive calls to customers, update the necessary internal CRM/ticket system and supplier systems where necessary Contact suppliers where necessary to escalate issues and update internal system with supplier responses Where necessary, order/provision/configure new services ...

comprehensive Quality Service Excellence strategy that is fully aligned with overall business objectives and ensures adherence to relevant industry standards and regulatory requirements. SLA & Contractual Quality Assurance: Implement a proactive zero-defect mindset approach across all processes to guarantee consistent delivery and fulfillment of all contractual Service Level Agreements (SLAs … with quality automation. Skills and Experience: Must-Have: Leadership Experience: Proven track record in a "Senior Leader" or "pivotal" leadership role driving organizational change. SLA Management: Experience in implementing a "Zero-Defect" mindset to guarantee the fulfillment of contractual Service Level Agreements (SLAs). Strategic Execution: Demonstrated ability to develop ...