Related skills
itil servicenow itsm copilot sla📋 Description
- Own end-to-end service desk ticket lifecycle (incidents, requests, escalations)
- Log, classify, prioritise and assign tickets per processes
- Maintain data integrity in ServiceNow or other ITSM platform
- Drive ticket hygiene with updates, notes and closure quality
- Monitor queues to meet response and resolution SLAs
- Lead daily SLA reviews and service desk performance stand-ups
🎯 Requirements
- Service Desk/IT Operations experience
- ITIL knowledge: Incident, Request, Problem Management
- Experience managing ticket queues and SLAs
- ITSM tooling, preferably ServiceNow
- Excellent communication and stakeholder management
- Desirable MSP background and ITIL Foundation or higher
🎁 Benefits
- Hybrid work with London office a few days a week
- Inclusive, diverse and collaborative culture
- Customer-first approach and employee experience focus
- Opportunities to drive automation and AI tooling in service mgmt
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!