3 of 3 SLA Jobs in Exeter

to resolve cases where required. Make sure that cases are managed in line with agreed SLAs and Senior Engineer input is sought, with sufficient SLA remaining. Qualifications Customer service focussed with an excellent telephone manner. A demonstrable ability to follow process and build a reassuring rapport with customers. The ability More ❯

Maintain up-to-date case management, adhering to agreed processes and ensuring timely updates to customers. Escalate cases to 3rd line support with adequate SLA time remaining and liaise with suppliers to resolve issues quickly. Document changes in accordance with the Change Management process. Adhere to and improve quality systems More ❯

resolve 2nd line support cases, including hardware/software troubleshooting and remote configurations. Support 1st line with overflow calls and mentoring. Ensure timely updates, SLA adherence, and clear documentation. Escalate complex issues with adequate context to 3rd line or Field teams. Promote ITIL best practices and contribute to continuous service More ❯