26 to 50 of 291 SLA Jobs

doing Providing technical support for software applications via phone, email and Microsoft Teams Managing incidents and service requests through a ticketing system, ensuring SLA targets are achieved Troubleshooting application issues and resolving problems where possible Escalating more complex issues to internal technical specialists when required Supporting user administration, including password ...

identify effective solutions. Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers. Escalate high-priority incidents and non-conformance with SLA as needed. Provide guidance and assistance to end-users on system functionality, processes, and best practices. Effectively manage and prioritise the outstanding call list. Proactively ...

timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid ...

support needs accurately in the Service Management system Retaining ownership of academy support tickets and updating staff on progress Resolving support tickets within SLA targets Re-routing or escalating tickets to the correct team and working with third line support, Project Managers and stakeholders Identifying, implementing and documenting desktop workarounds ...

relationships throughout the service lifecycle. • Lead regular Service Review Meetings with customer stakeholders. • Produce Service Management reports and performance updates. • Monitor and report on SLA and KPI performance. • Drive continual service improvement initiatives. • Manage service escalations through to resolution. • Work closely with Account Management to support customer success. • Review service ...

consistently high customer satisfaction scores. Building strong, long-term B2B customer relationships. Supporting the achievement of customer retention targets. Meeting agreed service KPIs and SLA commitments. Providing accurate administration and supporting the successful delivery of customer services. Contributing to continual service improvement initiatives. Supporting opportunities for customer growth and additional ...

ensuring it accurately reflects current services, operational processes and customer requirements. Produce performance dashboards and management information covering service performance, customer satisfaction, KPIs and SLA compliance. Work closely with Engineering, Network Operations, and Project teams to ensure services are delivered effectively throughout their lifecycle. Support Client Directors n identifying opportunities ...

Active Directory, VPN, networking basics. Experience with VDI/Citrix environments is a plus. Tools & Processes Experience with ITSM tools (ServiceNow). Understanding of SLA-driven support and ITIL processes. The Role: Service Delivery & Desktop Support Provide on-site desktop support for end users. Deliver desk-side support during business ...

Service Desk or L1 Support environment. Strong troubleshooting and fault-finding skills. Excellent customer service and communication abilities. Experience working with ticketing systems and SLA-driven environments. Knowledge of Windows operating systems and Microsoft technologies. Ability to prioritise and manage multiple incidents effectively. Desirable Experience supporting Microsoft 365 technologies. ITIL ...

Directory, VPN, and networking basics Experience with VDI/Citrix environments is a plus Tools & Processes: Experience with ITSM tools (ServiceNow). Understanding of SLA-driven support and ITIL processes If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format. ...

security clearance, which the business will support the successful candidate in obtaining. Main responsibilities Own end-to-end delivery of repair services against SLA, quality, cost, and turnaround targets Define and manage operational KPIs, ensuring performance is tracked and continuously improved Ensure capacity planning and resources are aligned to demand ...

processes, new computer systems. Desirable Experience of working within ITIL framework procedures Trained and have experience of Secure ID Checking Experience of working with SLA's and working to defined KPI's Experience working in an NHS IT department and understanding of NHS working practices Skills Essential Effective communications - able ...

reporting practices scale across regions and teams while maintaining consistency and narrative integrity.Service Delivery AlignmentSupport Service Delivery by ensuring program management practices align with SLA/KPI frameworks, governance standards, and escalation protocols.Embed service delivery playbooks, performance benchmarking models, and onboarding standards across all CS streams.Ensure Customer Success programs contribute ...

stability and availability. Create operational dashboards and reporting solutions that provide real-time insight into system health, service availability, capacity trends, incident management and SLA performance for technical and business stakeholders. Troubleshoot monitoring platform issues, automate routine administration using scripting and APIs and integrate TrueSight with enterprise ITSM and monitoring ...

Youll need strong hands-on experience with Microsoft Intune, Entra ID, Defender for Business, Windows 11 and macOS device management, ITSM/ticketing operations, SLA-driven support and people leadership. This role suits someone who is client-facing, data-driven, calm under pressure, prevention-focused and comfortable leading a support ...

appropriately * Provide a professional service at all times * Ensure that all customer problems are resolved to a satisfactory conclusion * Ensure all Incident OLA and SLA's are met * Work in collaboration with other departments within the business * Major Incident management Required Skills: * Experience and an understanding of Windows Server ...

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 ...

line support engineer will need to be able to get an enhanced DBS clearance. Responsibilities/Requirements Manage tickets in line with SLA's, keeping customers well informed throughout Taking ownership of escalated tickets through to resolution Supporting and mentoring the 1st and 2nd line team to confidently handle more ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...

Interfaces: IT Service Desk (1st Line) Infrastructure & 3rd Line Engineers Business system owners External suppliers and partners IT Operations Manager Measures of Success SLA adherence and ticket resolution times First-time fix rate/reducti ...

Review, refine, and optimize the existing development backlog to enhance platform scalability and maintainability. Identify and act on workflow optimization, cross-process automation, and SLA design/performance improvements . Formulate forward-thinking recommendations for incorporating AI capabilities into existing ServiceNow workflows. 4. Knowledge Transfer & Enablement Deliver structured coaching ...

ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement Provide insights and recommendations to improve service reliability and operational efficiency Skills, Knowledge and Expertise ...

ensure the records are kept up to date Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA’s are met Escalate issues to internal and external stakeholders in a timely manner with the correct information Provide the highest levels of service ...

delivery teams in London, Singapore, and Australia Define the automation strategy and prioritise cross‐tower automation initiatives for maximum cost and quality impact Establish SLA/KPI frameworks, performance dashboards, and outcome‐based metrics for all towers Lead the offshore migration strategy: define which roles move offshore, governance model ...

core Microsoft technologies, including Microsoft 365, Azure, identity and endpoint management services. Manage and challenge managed service providers and technology partners, including service reviews, SLA management, incident escalation, root cause analysis and remediation tracking. Ensure device and endpoint compliance issues are identified, monitored and resolved appropriately. Oversee joiner, mover ...