1 to 25 of 40 SLA Jobs in the North West

Strong analytical and problem-solving skills with data-driven decision-making capabilities Excellent interpersonal and communication skills for engaging with stakeholders at all levels Experience with IT service reporting, SLA management, and performance metrics Understanding of modern IT infrastructure including cloud services, networking, and security principles Ability to balance technical requirements with business priorities Preferred Skills and Qualifications Bachelor's More ❯

a positive and high-performance culture. Manage daily workloads, monitor ticket queues, and ensure appropriate coverage across shifts. Oversee the logging, categorization, and resolution of incidents and requests, ensuring SLA compliance. Act as the primary escalation point for unresolved or critical 1st Line issues. Monitor and manage ticket queues to ensure timely and consistent customer support. Maintain accurate and detailed More ❯

Specification Experience Essential Excellent customer service skills, and be able to remain calm, patient and polite in all situations Experience of handling/resolving IT related queries within agreed SLA timeframes, escalating as necessary or demonstrable experience of customer facing role Qualifications Essential A level, BTEC, NVQ level 3 or equivalent further education qualifications. Skills Essential Good technical problem solving More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

and software installations. Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line). Deliver excellent customer service, keeping users informed and ensuring SLA targets are met. Skills and Requirements CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential. IT-related qualification (college, apprenticeship, or degree); preferred but not More ❯

and software installations. Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line). Deliver excellent customer service, keeping users informed and ensuring SLA targets are met. Skills and Requirements CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential. IT-related qualification (college, apprenticeship, or degree); preferred but not More ❯

when spares are available, enabling a quick resolution with minimum inconvenience to the end user Ensure ticket logs are maintained in a timely and efficient manner (in line with SLA’s) To perform IMAC activities when formal requests are raised To qualify: Must be eligible to obtain UK Security Check (SC) clearance , which typically requires 5 years of continuous residency More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

incident responses. Support the ICT security incident response process and maintain the ICT Risk Register. Manage security dashboards (SIEM, FortiMail, FortiConsole, SOPHOS, Windows Defender). Oversee job assignments and SLA performance across teams. Support projects aligned with the Cyber Assessment Framework (CAF). Assist in updating and maintaining IT security policies and procedures. Support strategic projects. Training Why choose our More ❯

initiative, follow instructions, and contribute as part of a team What will your role look like? Provide appropriate response and resolution to problems raised within the timeframes of the SLA by both the engineer and trader Demonstrate a strong understanding of the systems, utilising them to maximum capacity and identifying areas of improvement and jobs approaching expired SLAs Raise and More ❯

management, or technical delivery within a B2B software or infrastructure environment Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation Solid understanding of SLA frameworks, incident management, and service models Excellent communication and stakeholder management skills, including the confidence to present to senior leaders Ability to coordinate cross-functional teams and manage priorities effectively More ❯

management, or technical delivery within a B2B software or infrastructure environment• Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation• Solid understanding of SLA frameworks, incident management, and service models• Excellent communication and stakeholder management skills, including the confidence to present to senior leaders• Ability to coordinate cross-functional teams and manage priorities effectively More ❯

for a proven Service Desk Manager who has experience in pushing through change, by identifying problems and coming up with solutions that improve the Service Desk function. Experience managing SLA's and monitoring KPI's is also essential & you will join an already established service desk team which offers hybrid working, so 3 days in the office, 2 days working More ❯

Attend to unreliable devices and escalate issues with supporting documentation. Perform routine maintenance, updates, and modifications. Support installation processes and ensure smooth implementation. Maintain full understanding and compliance with SLA commitments. Troubleshoot faults and escalate recurring issues for proactive resolution. Share technical expertise across the team to promote continuous improvement. Build strong relationships with key stakeholders in assigned accounts. Manage More ❯

Attend to unreliable devices and escalate issues with supporting documentation. Perform routine maintenance, updates, and modifications. Support installation processes and ensure smooth implementation. Maintain full understanding and compliance with SLA commitments. Troubleshoot faults and escalate recurring issues for proactive resolution. Share technical expertise across the team to promote continuous improvement. Build strong relationships with key stakeholders in assigned accounts. Manage More ❯

changes, and client queries, ensuring timely resolution. Lead installation, configuration, and maintenance of server racks, structured cabling, and associated hardware. Deliver advanced remote hands assistance for client systems, ensuring SLA targets are consistently met. Manage cabling requirements, including patching and cross-connects, and oversee quality standards. Coordinate logistics for the facility including deliveries, stock levels, and daily operational support tasks. More ❯

incident responses. Support the ICT security incident response process and maintain the ICT Risk Register. Manage security dashboards (SIEM, FortiMail, FortiConsole, SOPHOS, Windows Defender). Oversee job assignments and SLA performance across teams. Support projects aligned with the Cyber Assessment Framework (CAF). Assist in updating and maintaining IT security policies and procedures. Support strategic projects. Desirable skills: Strong interpersonal More ❯

move. Responsibilities Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users. Managing and optimising ticket workflows to meet strict SLA targets. Identifying and resolving bottlenecks to keep things running smoothly. Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on. Continuously improving support More ❯

challenges as they arise. Provide 1st and 2nd line support to Fourteen IP customers and colleagues in the field. Responsible for resolving faults and responding to customer enquiries within SLA Desired Qualities Skills & Knowledge Level 3 in IT qualification A minimum of Grade 4/C in Maths or equivalent is required for this role Excellent communication skills both written More ❯

system, Mantle. The system provides the following for the defined benefit schemes we service: - The administration database - Automated benefit calculations, retirement, projections and transfer values - Automated correspondence to members - SLA tasks and monitoring for member cases - Actuarial valuation and cashflow projections - Asset Liability Modelling A great opportunity is available for a technician to join our team, to learn and provide More ❯

system, Mantle. The system provides the following for the defined benefit schemes we service: - The administration database - Automated benefit calculations, retirement, projections and transfer values - Automated correspondence to members - SLA tasks and monitoring for member cases - Actuarial valuation and cashflow projections - Asset Liability Modelling A great opportunity is available for a technician to join our team, to learn and provide More ❯

Rules Queues and Auto-Response Rules Automation & Productivity Flows (screen flows, record-triggered flows for case automation) Approval Processes (e.g., case escalations, discounts) Reporting & Analytics Reports & Dashboards (service performance, SLA compliance, agent productivity) Einstein Case Classification & Recommendations Customer & Channel Support Customer Community/Experience Cloud Live Chat/Live Agent (real-time support channel) Desirable Experience Salesforce Lightning Experience Salesforce More ❯