1 to 25 of 27 SLA Jobs in the East of England

related issues. Tier 3 Resolution of escalated infrastructure, networking, and security incidents (Support from on-call 3rd line specialist teams available) Support end-user hardware and software issues, ensuring SLA targets are met. Maintain accurate documentation of incidents, requests, and fixes in the ITSM systems. Education and Qualifications Azure or M365 advanced certifications (e.g., AZ-305, MS-700). Strong More ❯

remotely or arrange a site visit. To log all calls on the tickets logging system and maintain full documentation To maintain user security on all systems Ensures that internal SLA’s and ITIL processes are followed Maintain a knowledge base of any software or hardware problems detected To arrange for external support visit where problems cannot be resolved remotely Manage More ❯

formed Service Assurance each supported by a dedicated Service Coordinator. You’ll manage a high-volume ticket queue through ConnectWise, ensuring all teams and individuals consistently exceed the exceptional SLA standards our clients expect. As a team coach and leader, you’ll guide your team through complex issues, encouraging creative thinking and problem-solving from multiple perspectives. You will mentor More ❯

suppliers and manage the internal database to track and move parts to engineers. Count and reconcile all cash brought in by the field team. Schedule service calls based on SLA priority and send out daily service reports. Order and maintain supplies in the office. Required Skills & Qualifications: Excellent internal and external communication skills with a passion for customer service. Knowledge More ❯

any queries or concerns, using phone or e-ticket, logging tickets via Heat software Log faults with 3rd party maintainers, following up and ensuring resolutions are completed within agreed SLA's Provide up to date documentation, when producing or changing IT networking, hardware or software configurations Assist with conception, design and implementation of any new or enhanced IS Systems. Act More ❯

across Zellis products (e.g., ResourceLink, MyView), resolving technical and data-related issues, and contributing to product improvement. Case Management: Handle support cases through to resolution, ensuring timely updates and SLA compliance while delivering a positive customer experience. Knowledge Sharing : Create and maintain knowledge articles; identify trends and recommend process/product improvements. Collaboration : Represent the support team in meetings, follow More ❯

/3rd line mission-critical support to Managed Services customers, working independently and collaboratively with colleagues, the Network Operations Centre, and Field Engineering teams. Prioritising and resolving faults within SLA Updating customers and fault tickets regularly Supporting NOC engineering tasks Delivering system solutions for builds and upgrades Offering technical consultancy for tenders Conducting internal/external training Participating in the More ❯

and be a part of it? What youll be doing? Youll work in our 24x7 Service Management Centre, managing customer tickets, monitoring systems, prioritising faults, coordinating engineers, and ensuring SLA compliance. Shifts include 2 weeks MonFri (1 week 08:0016:00, 1 week 10:0018:00), followed by 1 week of 6-hour days with on-call duties. Additional tasks More ❯

core values, working in line with ‘best practice’ ensuring compliance to relevant policies. To maintain confidentiality and discretion. Provide first line analysis of all IT issues and ensure that SLA’s are met. Keep customers informed of the status and progress of tasks and update tickets. Ensure the customer is satisfied with the final resolution by placing a confirmation call. More ❯

combines team management, operational planning, and commercial awareness, with a focus on: ✅ Managing day-to-day scanning operations (document prep, scanning, quality control, and data input) ✅ Delivering against KPI & SLA targets to maintain exceptional client service ✅ Driving operational efficiency and profitability through cost control & resource planning ✅ Supporting the growth of scanning services, including AI-driven efficiencies and innovative client solutions More ❯

faults using ServiceNow. Carry out hardware upgrades, re-cabling, and pre-deployment tasks. Provide on-site support for out-of-hours migrations and switchovers. Coordinate daily workload and meet SLA timelines based on ticketing and geography. Data Centre Support: Maintain site access and remote hands support for colocation and internal clients. Ensure compliance with ISO standards and ITIL practices. Keep More ❯

ITSM accordingly updating SAP Raising RMA's whilst being aware of any financial implications regarding timeframes etc. Despatching all vendors warranty parts back to them Managing all queries within SLA (error handling) Using Excel to maintain the reporting for all vendors Maintaining the accuracy on serial number and asset tracking Making sure all Performance Targets are met Goods In Operative More ❯

ITSM accordingly updating SAP Raising RMA's whilst being aware of any financial implications regarding timeframes etc. Despatching all vendors warranty parts back to them Managing all queries within SLA (error handling) Using Excel to maintain the reporting for all vendors Maintaining the accuracy on serial number and asset tracking Making sure all Performance Targets are met Goods In Operative More ❯

and devise contingency plans. Quality Assurance Ensure that all projects are delivered on-time, within scope, and within budget. Manage the operation of the help desk system to oversee SLA's and compliance reporting Develop and deliver progress reports, proposals, requirements documentation, and presentations. Stakeholder Engagement Build, develop, and grow any business relationships vital to the success of the project. More ❯

technical skills in current and emerging technologies. ________________________________________ Key Responsibilities • Provide support for live Linux-based IT services via a ticketing system • Monitor system performance, identify and resolve issues within SLA/KPI targets • Produce and maintain documentation (e.g., build documents, work instructions) • Build and configure Linux servers and develop automation scripts • Deliver server and application support including backup and virtualization More ❯

ad-hoc tasks as requested by Line Manager to ensure service is not impacted Escalates service issues to line manager to ensure customer demands are met Ensure Department meets SLA performance targets Maintain & improve customer satisfaction levels Understand and adhere to policies and procedures Demonstrates relevant FACE behaviours Basic knowledge of Microsoft Operating Applications Able to follow simple work instructions More ❯

ad-hoc tasks as requested by Line Manager to ensure service is not impacted Escalates service issues to line manager to ensure customer demands are met Ensure Department meets SLA performance targets Maintain & improve customer satisfaction levels Understand and adhere to policies and procedures Demonstrates relevant FACE behaviours Basic knowledge of Microsoft Operating Applications Able to follow simple work instructions More ❯

to the successful and timely Service Delivery of Co-Lo and PWR activities, managing the delivery of all work orders and footprint activities to meet customer expectations to agreed SLA’s and enhance the overall customer experience through aligning with our Operational Excellence objectives for the ensuing year. Fundamentally to focus in setting high standards and managing our range of More ❯

to the successful and timely Service Delivery of Co-Lo and PWR activities, managing the delivery of all work orders and footprint activities to meet customer expectations to agreed SLA’s and enhance the overall customer experience through aligning with our Operational Excellence objectives for the ensuing year. Fundamentally to focus in setting high standards and managing our range of More ❯

to the successful and timely Service Delivery of Co-Lo and PWR activities, managing the delivery of all work orders and footprint activities to meet customer expectations to agreed SLA’s and enhance the overall customer experience through aligning with our Operational Excellence objectives for the ensuing year. Fundamentally to focus in setting high standards and managing our range of More ❯

to the successful and timely Service Delivery of Co-Lo and PWR activities, managing the delivery of all work orders and footprint activities to meet customer expectations to agreed SLA’s and enhance the overall customer experience through aligning with our Operational Excellence objectives for the ensuing year. Fundamentally to focus in setting high standards and managing our range of More ❯

value for money. Tender Management: Prepare and launch Stage 3 tender process with multiple contractors. Project Delivery: Oversee M&E major works in a live data centre environment, ensuring SLA availability and Tier 3 compliance. Stakeholder Engagement: Manage client relationships, internal teams, and external contractors to ensure alignment and successful delivery. Scope & Drawings: Review and define project scope, demarcation, and More ❯

looking for a new challenge or working as a Field Service engineer in another sector seeking a new challenge ? What will your day to day responsibilities be? Achieve key SLA's as directed to maintain optimum customer satisfaction. Respond to call outs in a timely and professional manner, identify and resolve technical faults, and undertake all technical modifications as they More ❯

Requests for Service, ensuring all relevant details are captured in line with Service Desk standards Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement Responsible for maintaining data quality\integrity of the Digital Services call management system Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify … escalating where necessary hieratical or functionally Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems Installing and configuring desktop software Administering IT accounts and system … under pressure Good problem solving skills A logical approach to problem solving and exercising good judgement Good attention to detail Prioritises and organise workload in accordance with the Service Level Agreement Communication Essential Excellent communications skills (verbally and written) Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers Professional More ❯

patches and the maintenance of customer AV management software. Responding to BAU Security and Patch Management incidents logged on the incident management system to ensure incidents are resolved within SLA, whilst providing help and support to the team Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. Ensure all implemented solutions … Escalate potential service issues to line management and ITIL Services Raise potential problem issues with Problem and Incident Management. SKILLS AND EXPERIENCE 3+ years of experience in a similar SLA-driven support role. Good knowledge of IT platforms, equipment and applications. Proven Customer service skills. Industry recognised qualifications in relevant areas. Knowledge/experience in the following technologies. - Windows Server More ❯