1 to 25 of 82 Remote/Hybrid SLA Jobs in the UK

complex technical issues * Own end-to-end incident, request, problem and change management aligned to ITIL best practice * Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quality * Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership * Drive continuous ...

issues, maintaining high service standards, and contributing to continuous improvement across client environments. Key Responsibilities Resolve 2nd line and escalated IT support tickets within SLA Troubleshoot issues across infrastructure, cloud, and end-user environments Provide on-site support during scheduled client visits Monitor and resolve alerts from system monitoring tools ...

documentation as required. Supporting the delivery of face-to-face Maintainer and Administrator training on the NDH(D) capability. Analyse Monitoring service performance against SLA/OLA targets, including the analysis of Incident/Problem, Request and Change tickets and the creation of reports as required. Updating Maintenance Task Analysis ...

Troubleshoot complex issues across servers, systems, and infrastructure Act as a key escalation point for the Service Desk Manage tickets through to resolution within SLA targets Support core services including Active Directory, Microsoft Entra ID, DNS, DHCP, and networking Assist with ticket triage during high-volume periods Collaborate with internal ...

appropriate teams or individuals in line with incident management processes, keeping users informed of progress. Log and manage incidents with third-party suppliers, monitoring SLA performance and escalating where necessary. Work both independently and collaboratively to achieve individual and team KPIs. Ensure incidents and service requests are resolved within agreed ...

environment. Key Responsibilities Lead and optimise service delivery for Microsoft Cloud solutions, including Microsoft 365, Azure, Intune, Entra ID, and Microsoft Security services Own SLA management, service governance, and escalation processes across cloud and infrastructure operations Collaborate closely with technical teams to ensure effective resolution of incidents, changes, and problems ...

with carrier and supplier partners where third-party escalation is required. Reporting, Insight & Commercial Enablement • Produce and present partner performance packs: ticket volumes and SLA attainment, provisioning and porting performance, MRR and margin trends, product mix, churn indicators and end-customer base growth. • Provide partners with actionable insight — not just ...

documentation as required. Supporting the delivery of face-to-face Maintainer and Administrator training on the NDH(D) capability. Analyse Monitoring service performance against SLA/OLA targets, including the analysis of Incident/Problem, Request and Change tickets and the creation of reports as required. Updating Maintenance Task Analysis ...

Service Desk Plus beneficial. Experience managing the security updates for an estate of devices through Endpoint Central. Experience leading and managing others to achieve SLA as a collective. Ability to register new users, change details, handle leavers and bulk migrations. Ability to configure smartphones & provide mobile device support. Working understanding ...

team to provide the most effective method of service delivery. Pride in themselves and their work. Highly organized to meet strict deadlines and SLA’s. Analytical and detail conscious. Qualified to: IT degree level or similar IT qualification is essential. Cisco CCNA certification (essential) Cisco CCNP certification (desirable) Benefits ...

helpdesk system, escalating any priority calls as required To respond to and resolve first line IT support queries as per IT service desk SLA Assist with setting up and maintaining computers, laptops, mobile devices, user accounts and AV devices Support common software applications (e.g. Microsoft 365, email, collaboration tools) Distribute ...

business expectations. Lead the performance strategy for both internal teams and external suppliers, using meaningful MI and reporting to ensure all parties meet SLA commitments and contribute to continuous service improvement. Building strong relationships with suppliers, internal service teams, and business stakeholders will be essential to maximise value from contracts ...

automation (PowerShell, Azure CLI, ARM/Bicep, Terraform, or similar). Experience with performance tuning, capacity planning, and resource optimization. Experience working in SLA-driven or incident-managed environments. Ability to work directly with end users of varying technical proficiency and translate technical issues into understandable terms. Experience leveraging ...

governance processes, policies, standards, and principles Advise stakeholders on infrastructure solutions, risks, costs, and benefits Ensure reliability, availability, and performance of infrastructure services with SLA focus Identify continuous improvement opportunities and implement solutions to optimise delivery and operations Maintain knowledge of IT industry best practices, emerging technologies, and security trends ...

SOPs and service documentation in Confluence. Support service improvements, value-stream optimisation and ISO 20000 compliance activities. Configure and maintain Jira Service Management queues, SLA metrics, reports, and simple automation rules. Implement continual service improvement (CSI) initiatives to enhance service efficiency and reliability with the outcome of progressing through ...

kept fully informed throughout the incident lifecycle, including progress updates and planned changes or outages. Escalate requests that fall outside of scope or SLA commitments. Contribute to our technical knowledge base, particularly in infrastructure, networking, and solution best-practice. SKILLS AND EXPERIENCE REQUIRED Strong analytical mindset with a natural ability ...

participation. Approve new Application/Service support models and challenge non-fit-for-purpose designs during Service Design. Govern Service Desk tooling, contractual components, SLA exceptions, and impacts of OpCo decentralisation. Act as primary escalation contact for complex incidents, GDPR-related issues, and global service impacts. Monitor performance, drive continuous ...

youll be doing: Provide senior-level administration and technical ownership of the BMC Remedy platform. Troubleshoot and resolve incidents, service requests, and tasks within SLA using Remedy, DWP, Smart IT, and Smart Reporting. Administer and support Remedy user access, configurations, and system performance. Design, configure, and implement Service Catalogues ...

ITIL 4 Foundation. Experience of Project Management principles. Desirable: Prince 2 Practitioner qualification ITIL Release, Control & Validation qualification Performance Indicators Ensure Contract meets SLA performance targets Maintain and improve customer satisfaction levels Understand and adhere to policies and procedures Demonstrates relevant CC values & behaviours Costs minimized Keep skills ...

responsibilities Oversee BAU IT operations across multiple regions Coordinate with outsourced IT service providers and internal teams Support service reviews, vendor performance, and SLA tracking Monitor ticket trends, service quality, and recurring issues Help improve processes across onboarding, offboarding, access changes, and asset management Ensure structured processes are followed across ...

Workforce Management and escalate when needed. Maintain Service Desk Engineer schedules to ensure operational coverage. Own scheduling rules, controls and system configuration to protect SLA Performance Maintain and own operational reporting to support decision making and service improvements Support the upkeep of our telephony platform, ensuring skills, profiles and channels ...

their team to provide technical support within the business. The right candidate will be responsible for managing incidents, service requests, and change requests within SLA, ensuring high-quality support. You'll join a small team with hybrid working available after training. Key Responsibilities Support and troubleshoot products and systems Investigate ...

variety of technical issues * Assist in the implementation of software changes and updates in hosted and client environments * Escalate issues appropriately in line with SLA requirements, always maintaining a strong focus on customer satisfaction * Collaborate with a small, skilled team to share knowledge and ensure smooth day-to-day operations ...

performance and data-related issues. Collaborate with SAP and IT teams to ensure smooth operations and issue resolution. Deliver infrastructure services in line with SLA and compliance targets. Ensure adherence to ITIL processes and security standards. Produce and maintain technical documentation and non-technical summaries. Experience Requirements Minimum 3 years ...

resolve support issues. Provide timely responses to customer queries. Maintain internal systems and documentation. Test software fixes and implement updates. Escalate issues according to SLA requirements. Contribute to knowledgebase articles and process improvements. Essential Skills Experience with Windows Client & Server operating systems . Experience working on a customer-focused support ...