26 to 50 of 379 SLA Jobs

systems and desktop environments. * Hands-on experience administering Active Directory, including user account management and permissions. * Experience working with ticketing systems and adhering to SLA-driven support environments. * Strong troubleshooting and problem-solving skills across hardware, software, and networking issues. * Excellent communication and customer service skills, with the ability ...

troubleshooting skills and hands-on hardware experience who enjoys working in customer-facing environments. Key Responsibilities: Provide onsite/deskside and remote support within SLA targets Perform hardware break-fix, device replacements and IMAC activities Diagnose and resolve desktop, hardware, software and connectivity issues Manage ticket updates, escalations and user ...

environment. Key Responsibilities Complete assigned technical tasks within agreed timeframes Support internal and external project delivery activities Carry out operational and support tasks to SLA targets Provide high-quality onsite support to end users Troubleshoot hardware, software, and operating system issues Assist with desktop builds, deployments, and system configurations Skills ...

reports, and serving as an escalation point for both internal and external stakeholders. DUTIES & RESPONSIBILITIES: Oversee service operations, incidents, and ITIL processes to ensure SLA compliance. Improve service delivery through trend analysis and process improvements. Manage customer service reviews, reporting, and stakeholder relationships. Drive continuous improvement and operational efficiency initiatives. ...

days a week at the client's site at Barrow-in Furness. Duties Take ownership of 2nd line support responsibilities, resolving incidents within SLA and contributing to a target of fewer than 2% incidents per month. Complete assigned tasks within agreed timeframes, ensuring quality and consistency. Carry ...

Security Controls Ensure internal systems are managed to the highest standard by following industry best practice Demonstrate good problem management ownership and prevention of SLA breach under Incident/Problem Management processes Actively contribute to the development of existing and new IT process and procedures to enhance service transition ...

Position responsibilities: Monitor and maintain production systems to ensure high availability and performance Implement and manage service-level indicators (SLIs), objectives (SLO's), agreements (SLA's), and error budgets Participate in on-call rotations and incident response, including root cause analysis and postmortems Develop and maintain infrastructure as code ...

supporting the teams success, making a real impact on our customer experience. 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 ...

supporting the teams success, making a real impact on our customer experience. 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 ...

CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. Support audits, governance and compliance activities. Manage suppliers and ensure SLA performance. Support IT projects and stakeholder communication. Provide VIP/executive IT support. Mentor and support junior team members. Experience Required: IT service operations experience. ...

CMDB accuracy and manage IT asset lifecycle. Approve technical changes and minimise service disruption. Support audits, governance and compliance activities. Manage suppliers and ensure SLA performance. Support IT projects and stakeholder communication. Provide VIP/executive IT support. Mentor and support junior team members. Experience Required: IT service operations experience. ...

Collaborate with SRE, Platform, and Infrastructure teams to align operational processes with system reliability needs. Automate operational workflows and improve service visibility, reporting, and SLA tracking. Support platform upgrades, new ServiceNow releases (incl. Xanadu), and continuous process improvements. ...

friendly face of IT while users are experiencing problems Taking requests from users via email, ticketing system and telephone Adhere to challenging SLA requirements, logging full details of time and work undertaken Completing initial troubleshooting in a timely manner Monitor the support ticket system for incidents requiring escalation or urgent ...

manual steps Data Insights: Leverage ServiceNow and PowerBI to enable data-driven insights that facilitate targeted interventions and demonstrate continuous service improvement. Capture both SLA-style metrics and experience-level metrics that reflect what matters to employees. User Sentiment & Feedback: Develop a structured, scalable user sentiment mechanism that captures ...

line support Lead, mentor, and support service desk engineers across daily operations and technical development Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved Support incident management, root cause analysis, and problem resolution across multiple client environments Assist with the implementation ...

positive working relationships with users and internal stakeholders Promote a customer-focused culture aligned with Our Customer, One Roc P erformance, Reporting & Documentation Monitor SLA and KPI performance, identifying trends and recurring issues Maintain knowledge articles, known issues, and service documentation Support weekly, monthly, and quarterly service performance reporting Assist ...

traditional support work Technical Skills You should have experience with: Windows 10/Windows 11 Microsoft 365 (O365) Active Directory IT ticketing systems and SLA-driven environments Working with third-party providers and escalation processes ...

user devices • Managing and documenting incidents, requests, and solutions in ServiceNow • Creating and maintaining internal/external knowledge base articles ( Confluence/ServiceNow ) • Ensuring SLA compliance and high-quality user support • Supporting IT inventory management (hardware/software lifecycle) • Planning and executing hardware refresh cycles • Supporting corrective maintenance activities • Managing ...

support function. Strong leadership, communication, and interpersonal skills. Demonstrated knowledge of ITIL and service management frameworks. Experience with performance monitoring, KPI tracking, and SLA management. Ability to manage high-pressure incidents and escalate appropriately. Familiarity with vendor management and third-party service delivery. Desirable ITIL Foundation (or higher) certification. Experience ...

repeat demand, stronger operational control and better user experience indicators. Backlog ageing is reduced, and open tickets are managed with clear ownership and priority. SLA attainment, first‐contact resolution and customer satisfaction remain visible, understood and actively improved. Major incidents are handled calmly, with clear communication and effective follow ...

problem management - taking over from 1st line engineers where escalation is required Provide exceptional service support to internal and external customers To ensure service level agreement standards are met To promptly complete any admin paperwork and documentation Keep accurate records of all site information using IT Service Management tools Promote ...

quality, first and second line technical support for the IT service desk; recording all calls and activities within the service desk tool, within the SLA guidelines Setting up user accounts, implementing password changes, and resolving work area problems (this includes detecting illegal access, lost passwords, and bans) Keeping records ...

support functions including service desk, desktop support, field support, and endpoint services across all locations. Define, track, and report on service delivery metrics including SLA compliance, ticket aging, first contact resolution, backlog trends, escalation rates, and customer satisfaction. Ensure metrics reflect operational reality and drive accountability rather than activity. Develop ...

Knowledge, and Change Management) to ensure operational stability and governance. Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital ...

servers, networking, firewalls (Fortigate), backups, and telephony Administering SSO and identity management across the application estate Managing key supplier relationships Driving service quality through SLA reporting, trend analysis, and continuous improvement Key skils: 5+ years in IT support with at least 2 in a management role Deep Microsoft ...