21 of 21 Remote Ticket Management Jobs in the UK

person, via phone calls or via an IT Portal. All tickets to be completed will be defined in the Service Catalogue, within the agreed SLA's. This includes Incident Management, Event Management, Problem Management (first level), Access Management and Request Fulfilment (first level). The IT VIP Engineer will report into the IT Service Desk Manager. … where necessary Review impact and prioritisation of issues and escalate major issues to the Incident Manager To record all activity for inbound Incidents and Service Requests in the designated Ticket Management System, ensuring that all Incidents and Service Requests contain full details, have the correct category and sub-category designation and are correctly prioritised Ensure ownership is taken … to do the role Excellent interpersonal skills with the ability to communicate both orally and in writing to service users at all levels, colleagues, and professionals. Experience of tenant management tools such as on-premises Active Directory and Entra ID Experience in Modern Device Management tools - Microsoft Intune, including compliance/security, as well as knowledge of using More ❯

issues. Respond to tickets in a timely manner via phone, email, and the ticketing system. Troubleshoot and resolve common issues such as password resets, connectivity problems, and application support. Ticket Management: Accurately document, categorize, and prioritize incoming issues using the ticketing system. Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers when necessary. Follow up More ❯

date and accurate at all times Participating in proactive maintenance and health check activity across our customer base Support the deployment of release and configuration changes following our Change Management procedures Shift Pattern: You will be rota'd to one of three rotating shifts (dayshift, nightshift, backshift), Skills, Knowledge and Expertise Required: Previous experience as an L1 support engineer … software The successful candidate must be based in and able to travel regularly to either our Glasgow Office - G1 1RE, or our Edinburgh Office, EH12 5HD. Service Desk Operations: Ticket Management ITIL System Administration Azure Active Directory/Entra ID Active Directory Windows Server 201x Desirable: Educated to HNC level or equivalent in IT-related subject Database Administration More ❯

best practices Provide escalation support to the 1st line support team Work with additional Technology teams to triage and resolve system and product related tickets Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues Supporting company hardware and software Allocating more complex tickets to the relevant teams … customers Delivery of the Alcumus Technology induction programme. What you'll need to be successful Experience: Proven background in technical support, including telephone-based support Hands-on experience with ticket management systems Proficient in installing and troubleshooting hardware and software Familiar with Microsoft 365 and Microsoft Office applications Skills & Attributes: Excellent communication and problem-solving skills Team-oriented More ❯

Responsibilities Provide support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers. Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes. Resolve incidents to stringent customer defined SLAs, escalating tickets where required to ensure SLAs are consistently met. Drive service improvement … the service desk to improve first time fix resolution times. Communicate clearly, effectively and in a timely manner with all customers. Create and maintain accurate documentation within the centralised management database. Provide any on-site support to resolve customer service outages as required to meet SLAs. Continue to develop technical knowledge and skillset through formal training, informal training and More ❯

Responsibilities Provide support for incidents related to hardware, software, network connectivity, and application services to a wide variety of external customers. Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes. Resolve incidents to stringent customer-defined SLAs, escalating tickets where required to ensure SLAs are consistently met. Drive service improvement … the service desk to improve first-time fix resolution times. Communicate clearly, effectively, and in a timely manner with all customers. Create and maintain accurate documentation within the centralized management database. Provide any on-site support to resolve customer service outages as required to meet SLAs. Continue to develop technical knowledge and skillset through formal training, informal training, and More ❯

service level agreements (SLAs), ensuring that our business receive reliable, timely, and high-quality IT support. As our IT Manager, youll lead the strategic development and day-to-day management of our IT infrastructure. Youll oversee our outsourced IT service provider, manage internal IT resources, and ensure our systems are secure, efficient, and future-ready. Were looking for someone … managed service contract. A confident problem-solver and decision-maker. An effective communicator with the ability to engage a range of stakeholders. Do you have: Proven experience in IT management, preferably within a charity or non-profit organisation. An IT or Computer Science degree or 5 years equivalent experience in a related field. Main duties of the job Previous … would be advantageous Advanced experience in deploying, managing and optimising cloud based IT solutions (including Office 365, Azure and SharePoint). Confident with managing projects and familiarity with project management tools and methodologies would be advantageous Excellent analytical, problem-solving, and organisational skills Prior line management experience and ability to influence for problem resolution Responsibilities include: Overseeing the More ❯

client based, our client are strengthening their service engineering team with this key role. The Role Provide level 3 technical support to both internal and external stakeholders on a ticket desk system. Assist the Project Delivery, Commercial and Business Solutions teams with pre-sales engagements, including carrying out on-site audits & health checks. Act as a point of technical … service knowledge and client service adoption. The Person Two years’ experience in an internal or external facing helpdesk support team. One year’s experience previous hands-on experience with ticket management systems. A willingness to travel to client sites as required for the proper performance of the role. Valid Right to Work in the UK. A technical understanding … Server Microsoft Office 365 (Exchange Online, One Drive etc) Active Directory Anti-Virus, Anti-Malware & Anti-Spam Solutions Veeam Backup & Replication or other back up technologies Hardware Maintenance Patch Management Solutions Hyper-V, VMWare, and Azure Networking and advanced Routing or Switching and Security Experience with Clustering, Hyper converged Infrastructure and Storage The Package 39 holidays Pension Hybrid Working More ❯

and progression opportunities Relaxed Dress Code Private Medical Cover Key Responsibilities * Deliver first-line technical assistance via phone, email, and remote tools * Monitor and uphold service levels, ensuring timely ticket resolution * Travel to client sites when necessary to provide in-person support * Accurately log and track support cases using internal systems * Diagnose and resolve common issues with hardware, software … detail * Valid UK driving licence and access to a vehicle * Capable of working independently and travelling when needed Desirable: * Background in a multi-client or MSP setting * Experience with ticket management platforms * Exposure to monitoring and management tools * Awareness of AD, Entra ID, and basic Group Policy functions * Certifications such as CompTIA A+ or Microsoft Fundamentals * VOIP More ❯

a collaborative and empowering work culture, coaching your team to succeed and driving continuous improvement. Hours of work: Monday to Friday 08:30-17:30 What youll be doing: ?? Ticket Management & Escalation Oversee the main ticket queue, distributing tickets to the team and ensuring timely escalation to the Second Line or Account Managers when necessary. Actively manage … urgent tickets to ensure they meet service level agreements (SLAs). ?? Team Leadership & Accountability Promote a customer first approach, ensuring accountability within the team. Provide day to day line management, including logging absences, handling holiday requests, and organising shifts. Identify and implement training and development plans for First Line Engineers, ensuring continuous learning and improvement. Complete 1-1s … Service Improvement & Reporting Monitor and report on failovers, identifying root causes and driving continuous improvement. Track and analyse key performance metrics, ensuring adherence to SLAs, first response times, stagnant ticket management, and customer satisfaction goals. Our ideal candidatewill: Service Desk Experience: A solid background in IT support is essential. Leadership Skills: Previous experience as a Line Manager or More ❯

key duties will include: Triaging and responding to initial cyber security alerts and support tickets Categorising and prioritising threats , identifying false positives, and escalating urgent incidents to the Escalations Management Team Providing remedial actions as per playbooks and escalating where necessary Communicating with internal stakeholders and clients during active incidents Liaising with third-party suppliers as a single point … of contact for incidents Supporting the Cyber Security Team in ongoing threat analysis and security incident management Maintaining a customer-first approach in all ticket management and communication Benefits & Working Hours Working Hours: 7.5 hours/day on a fortnightly shift pattern starting at either 8.30am, 9am or 9.30am Certifications: Exams related to role fully funded by More ❯

key duties will include: Triaging and responding to initial cyber security alerts and support tickets Categorising and prioritising threats , identifying false positives, and escalating urgent incidents to the Escalations Management Team Providing remedial actions as per playbooks and escalating where necessary Communicating with internal stakeholders and clients during active incidents Liaising with third-party suppliers as a single point … of contact for incidents Supporting the Cyber Security Team in ongoing threat analysis and security incident management Maintaining a customer-first approach in all ticket management and communication Benefits & Working Hours Working Hours: 7.5 hours/day on a fortnightly shift pattern starting at either 8.30am, 9am or 9.30am Certifications: Exams related to role fully funded by More ❯

key duties will include: Triaging and responding to initial cyber security alerts and support tickets Categorising and prioritising threats , identifying false positives, and escalating urgent incidents to the Escalations Management Team Providing remedial actions as per playbooks and escalating where necessary Communicating with internal stakeholders and clients during active incidents Liaising with third-party suppliers as a single point … of contact for incidents Supporting the Cyber Security Team in ongoing threat analysis and security incident management Maintaining a customer-first approach in all ticket management and communication Benefits & Working Hours Working Hours: 7.5 hours/day on a fortnightly shift pattern starting at either 8.30am, 9am or 9.30am Certifications: Exams related to role fully funded by More ❯

professional at all times Skills/Knowledge: • Basic understanding of ethernet, TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies. • Knowledge of MS Client operating systems • Knowledge of ticket management • Software licensing • Hardware management • Exposure to remote support software • Email and other productivity tools such as MS Office 365, Office 2016, Office 2010, SharePoint • Proactive and … approach to deal with customers with different levels of understanding and at all levels • Problem solving and diagnostic skills • Flexible and adaptable to change • Excellent organisational skills and time management • Attention to detail and quality of work • Remote and in person user support What We Offer: At IVC Evidensia we recognise that our people are fundamental to the success More ❯

insights and proactive communication. Act as the primary point of contact for key customer interactions, setting an example of professional and empathetic communication. Oversee the use of Freshdesk for ticket management and customer communication, ensuring efficient workflows and accurate reporting. Utilise Jira for internal issue tracking and collaboration, ensuring seamless communication between Support and other teams. Ensure tight …/tickets to enable efficient cross-functional collaboration between Professional Services and Development teams, ensuring seamless communication and faster issue resolution. Collaborate closely with Partner Managers (CSMs) and Project Management teams to ensure alignment, effective escalation handling, and enhanced customer experience. Develop and refine support processes and best practices, aligning with ITIL principles. Drive initiatives to build and scale … journey so far Achievement of defined Support SLAs and KPIs, ensuring timely and effective issue resolution. High levels of customer satisfaction, as evidenced by positive feedback and reductions in ticket resolution times. Development of a high-performing Support Team with clear roles, responsibilities, and career growth opportunities. Effective collaboration with internal stakeholders, including Partner Managers (CSMs), Consultants and Project More ❯

subscription operations, preferably in media, publishing, or a recurring revenue business Experience working subscription billing platforms and strong understanding of print and digital subscription workflows Strong organisational and project management skills, with the ability to manage multiple priorities effectively Excellent interpersonal skills and the ability to build strong relationships with stakeholders at all levels Experience with ticket management and work management tools Excellent listening and communication skills Outstanding problem-solving skills and attention to detail A relaxed working environment with regular socials including a summer festival Supportive well-being initiatives and benefits, talks & workshops, andMental Health First aiders & Champions 25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and More ❯

API commands to facilitate support operations. Issue Diagnosis: Analyse log files, script outputs, and command-line feedback to identify and resolve technical issues across various operating systems and tools. Ticket Management: Handle support requests effectively, adhering to workflows and processes to ensure high quality and responsive issue resolution. Documentation: Develop and maintain Internal support documentation, including troubleshooting guides More ❯

and interact directly with our customers. The purpose of this job and this team is to provide world class customer experience for customers. You will be responsible for the management of customer reported issues, proactive traffic management and fraud management across Global IPX and IPX platforms. What you'll be doing Resolving IP Service issues across the … and improvements are implemented. Maintaining ongoing communication with Stakeholders. Dealing with escalations from external CP's/Customers and internal BT teams and seeing the issue through to resolution. Ticket management on ServiceNow. Proactively identifying and implementing service improvements. Implementing post incident improvement action. Solving complex problems. Effective demand management and prioritization. Identifying and delivering automation opportunities. … between platforms seamlessly to fault cross platform issues. Be available for out of hours support as a when needed Take ownership of priority customers. What you'll bring Mandatory: Ticket management on ServiceNOW or similar. Experience with Wireshark and/or other such tracing tools. Good knowledge and understanding in protocols such as SIP, SDP and RTP. Good More ❯

developing the team, improving processes, and ensuring the service desk continues to meet the needs of the business. Key Responsibilities: Lead, coach, and support the service desk team Oversee ticket management and ensure timely resolution Communicate effectively with stakeholders at all levels Monitor performance and report on KPIs Identify and implement service improvements What we're looking for … Previous experience leading a service/help desk team ITIL Foundation certification (v3 or v4) Strong understanding of enterprise applications and service delivery Experience with Jira Service Management or a similar system Excellent communication and problem-solving skills This is a hybrid role offering variety, responsibility, and the opportunity to grow into a long-term position. To find out More ❯

risks and opportunities. Being a positive, active, and contributing team member. Offering advice and suggestions for improving the development process. Supporting Production with backlog review, task estimation, and Jira ticket management. Technical Requirements Advanced understanding of C++. An advanced understanding of the main gaming platforms and the requirements needed to develop software for them. Unreal Engine experience an advantage. More ❯

products delivered, their in-store location, and when they're sold. At Co-op, collaboration is part of who we are. Our team works in Scrum, using Jira for ticket management and Azure DevOps as our repository and pipeline platform, and plan to migrate to Gitlab later this year. We'll provide you with career and technical coaching … A pension with up to 10% employer contributions Access to a subsidised onsite gym (at our Manchester HQ) Coaching and training to support your career development Wagestream - a money management app that gives you access to a percentage of your pay as you earn it Grocery Aid - 24/7 access to a range of emotional, financial, and practical More ❯