7 of 7 SLA Jobs in Merseyside

agreed OLAs and SLAs. Requirements and Responsibilities of the Role: Efficient & effective BAU Operations with Line of Business Applications within agreed OLA's and SLA's. Professional & Eloquent Service Ethic for taking Calls, Tickets & Escalations via email/portal related to Line of Business Applications Cement relationships with strategic suppliers More ❯

create/maintain SOPs and knowledge-base articles for the top20 recurring issues. Metrics & reporting establish dashboards for backlog age, first-touch fix%, reopen%, SLA compliance; present weekly to the HeadofIT. Continuous improvement run root-cause analysis, trend spotting and propose corrective actions. Knowledge transfer deliver train-the-trainer sessions More ❯

including client engagement, operations, project management, consultancy and reporting, as well as a list of approved vendors to ensure consistent delivery against contractually agreed SLA's and related KPIs. Whether you are building long-term relationships or resolving issues, you will be acting as a brand champion and supporting clients More ❯

acting, and investing responsibly. The Role Purpose: Ensure the firm has sustainable, secure, and resilient services. Applications are proactively monitored, managed, and delivered within SLA, and change delivery is supported effectively. Salesforce focus. Outcomes of the Role Responsible for effective and efficient day-to-day operation of the systems within More ❯

Full commercial and domestic certificates • Experience in commercial field • Experience of working within a mobile service delivery contract. • An understanding of Service Level Agreements (SLA's), service targets and objectives and Key Performance Indicators (KPI's) • Knowledge of Health & Safety and safe working practices. • Strong customer care focus. • Good communication More ❯

Provide 1st line support for VOIP, SIP and connectivity products Manage and support cases passed to 2nd/3rd line to ensure resolutions within SLA and delivered to an appropriate standard Identifying and escalating complex issues to appropriate personnel for resolution Handling and resolving customer complaints and concerns in a More ❯

hundreds of people across the globe. JOB RESPONSIBILITIES Working with tools provided, deliver 3rd line user support for bespoke Business Applications working to agreed SLA's. Create and maintain Knowledge base articles in the Helpdesk tool, to aid swift resolution of future support requests. Keep aligned with the IT Service … Model, ensuring delivery against any agreed SLA's. Investigate, analyse and document reported defects, this might include using SQL select statements and offer suggestions for resolution. Support with the creation of incident and problem tickets with root cause analysis. Identify opportunities to automate processes within the customer service function, making More ❯