4 of 4 Ticket Management Jobs in Yorkshire

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 ❯

If you're someone who enjoys problem-solving, cares about the customer experience, and thrives in an agile environment we’d love to hear from you. Key Responsibilities Triage & Ticket Management Accurately triage and classify incoming customer requests in line with internal policies Ensure appropriate assignment and prioritisation of tickets Promptly escalate major incidents with support from the 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 ❯

line support for client queries (remote and on-site) Managing user accounts (starters/leavers), email groups, folder/sharepoint permissions Troubleshooting hardware/software and basic network issues Ticket management and escalation when needed Assisting in regular site visits and on-site fixes (when remote support just wont cut it) Helping out with broader internal support Liaising More ❯