4 of 4 SLA Jobs in Leeds

users via remote tools, phone and email, with opportunities to assist on 2nd Line tasks• Log, triage and resolve incidents & service requests within SLA timeframes• Manage and update ticket queues, ensuring clear documentation of troubleshooting steps and progress• Support client onboarding, device setup and user configuration (Windows & macOS)• Assist

project tasks, improvements, and technical assessments in the right quality in a timely fashion. Handle escalated customer support issues, providing solutions aligned with business SLA requirements Design and implement automation scripts and tools to optimize processes. Conduct root cause analysis for major incidents and recommend long-term fixes. Collaborate with

SAAS What You’ll Be Doing: Owning the support function day to day, workflows, staffing, priorities and standards. Setting and tracking performance metrics (think SLA, CSAT, first/average response times) and acting on the data. Handling escalations with empathy and pace; ensuring customers leave every interaction better than they

business, including raising tickets, liaising with clients and internal teams and fulfilling order requests with suppliers Ensure work is carried out to all business SLA thresholds for enquiries, requests and problems Provide the best customer experience possible ensuring customer satisfaction is maintained to the highest level Act in a professional … issues and possible areas for improvement Additional Duties/Responsibilities This role will also include the following: Responding to client requests and actioning within SLA’s (Service Level Agreements) Administering client device portfolio to customers’ requirements. Organising logistics of client devices Assisting to ensure device builds are completed utilising