1 to 25 of 33 SLA Jobs in the North of England

technology, automation and service excellence. As our Lead Problem Analyst/Manager, you will: Own and lead Problem Management & Known Error activities within SLA and KPI timeframes. Act as a 2nd/3rd-line escalation point for technical service issues whilst adhering to change and configuration management processes. Troubleshoot application ...

suite Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication within the agreed SLA's Work closely with the wider applications teams helping to define support requirements and improvements to service across Business Applications Act as a technical support ...

Service: Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication within the agreed SLA's Candidate specification Essential: Experience managing people and high-performing teams Knowledge of basic IT Security threats and principles (Malware, Phishing, Vulnerabilities) Knowledge ...

printers) Support telephony/VOIP Escalate issues to senior technicians or third-party providers when required Maintain excellent customer service and SLA's. Skills & Experience At least 1–3 years’ experience in an IT Helpdesk/IT Support role Confident communicator across phone, email and face-to-face Good understanding ...

issues) and proactively addressing problems Managing support tickets effectively and resolving them within agreed SLAs, with some out-of-hours support required Assisting with SLA reporting Supporting projects and system upgrades, from testing through to live environments Customer & Stakeholder Engagement Building strong relationships with internal teams and external suppliers Acting ...

user best practices, identifying and mitigating repeatable cases and creating knowledge base articles (KBA’s). Responsibility for resolving Incidents and Service Requests to SLA using tools such as Service Now and Intune. Accurate IT hardware management using a Configuration Management Database (CMDB) and Active Directory (AD). ...

best practices. Log, manage, and progress incidents and service requests accurately within the ITSM tool, taking ownership through agreed ITIL processes and working towards SLA targets. Contribute to team performance and quality standards, ensuring support is available during operational hours and escalating issues appropriately. Maintain and update the IT knowledgebase ...

Performing break-fix repairs and delivering quick, effective solutions Carrying out IMAC (Install, Move, Add, Change) tasks Managing your own ticket queue to meet SLA and KPI targets Keeping ticket records accurate and up to date Communicating clearly with users, translating technical issues into simple terms Collaborating with wider ...

support or helpdesk role with hands-on experience using a ticketing system to log, update, and manage support requests in line with SLA requirements. Understanding of Microsoft environments, including: Microsoft Server Operating Systems, Windows 11, and Microsoft 365. Technically minded with strong troubleshooting and problem-solving skills. Excellent communication skills ...

professional conduct at all times Adapts positively to changing priorities and remains resilient under pressure Key performance indicators: Timely closure of vulnerabilities within SLA Compliance with secure configuration baselines and patching standards Reduction in phishing success rates and web application risk scores Audit readiness and successful evidence submission Contribution ...

team to deliver a first-class support service that meets the needs of our colleagues. Manage team workload effectively, prioritising support requests to achieve SLA targets. Plan and oversee deskside support across the Head Office and branch network, ensuring efficient service delivery. Act as the first point of contact ...

leadership, operational performance, and continuous improvement. Key Responsibilities Lead, coach, and develop a team of NOC engineers Oversee daily operations (tickets, incidents, escalations) Drive SLA performance and structured processes Improve customer experience and communication Ensure smooth handovers and operational continuity Produce operational and service reports Embed best practices and support ...

architects What We’re Looking For Extensive experience in D365 Customer Service and Microsoft cloud services Strong background in integration design, case management, SLA handling, and contact routing Proficiency with Dynamics/Power Automate connectors and configuration best practices Understanding of FS business processes, particularly in Capital Markets and back ...

metrics (e.g., burndown charts, defect rates) to inform decisions Commercial & Financial Awareness Experience managing project budgets, forecasting, and ROI Familiarity with vendor management and SLA oversight Key Attributes Proactive and decisive, with the ability to work under pressure Comfortable making decisions with limited information Strong problem-solving mindset Results-driven ...

agreed timeframes Support project delivery by working closely with internal and external Project Managers Complete NSR (New Starter Requests) and other service tasks to SLA targets Provide exceptional customer support, ensuring a seamless end-user experience Contribute to continuous improvement through knowledge sharing and technical input What you'll bring ...

helpdesk, call handling, or FM service coordination role is highly desirable. Good IT skills, including Microsoft Office and CAFM systems. Knowledge of SLA/KPI management and compliance procedures is an advantage. Calm under pressure, proactive in solving problems, and able to work independently. An understanding of engineering or building ...

resource to projects and transitions Monitor and progress incidents, changes and requests assigned to you Help maintain service levels across the team (including SLA/KPI performance) Provide support, coaching and mentoring to team members in your areas of expertise Play an active role in operational acceptance, defining standards, processes ...

resource to projects and transitions Monitor and progress incidents, changes and requests assigned to you Help maintain service levels across the team (including SLA/KPI performance) Provide support, coaching and mentoring to team members in your areas of expertise Play an active role in operational acceptance, defining standards, processes ...

logged, prioritised, and resolved. You’ll act as the primary escalation point for complex issues, lead during major incidents, and take full ownership of SLA performance. Balancing competing priorities in real time, you’ll ensure a consistent, high-quality service while driving continuous improvement through trend analysis, reporting, and process ...

large enterprise environment Strong experience with ITSM migrations (Cherwell → Freshservice highly preferred) Deep expertise in Workflow automation, Business rules & triggers, SLA and approval configurations and Service catalog design Experience designing and managing CMDB and asset management systems Familiarity with REST APIs, integrations, and automation tools Strong understanding of ITIL frameworks ...

support cases and maintain audit trails Learn to interpret technical documentation such as knowledge base articles, vendor specs, and network diagrams Contribute to meeting SLA targets, including a 15-minute response time Participate in the implementation of security measures such as MFA, antivirus configuration, group policies, and encryption Gain exposure ...

complex formulas, pivot tables, and data visualisation tools. Extract, cleanse, and transform data from multiple sources. Perform accurate calculations for reimbursements and deductions, meeting SLA deadlines. Maintain precise and up-to-date files to support overall data accuracy. Communicate professionally with internal teams and external clients. Produce clear, concise written ...

outstanding customer experience. Key Responsibilities: Lead and mentor the Service Desk team to deliver a high quality support service Oversee ticket allocation, prioritisation, and SLA adherence Act as an escalation point for complex technical issues Support onboarding, training, and development of team members Monitor team performance, workload, and customer satisfaction ...

Billing team, driving performance to meet productivity & quality targets through workflow management/continuous coaching. Oversee day-to-day operation including allocation of workload, SLA adherence, and prioritisation of invoicing tasks across global regions (UK, EUROPE, APAC and USA) Monitor team productivity/output through daily dashboards, performance metrics Ensuring ...

peer reviews Partner with business stakeholders to transition solutions into business-as-usual operations, including providing standard operating procedures and responding to incidents within SLA timelines Demonstrate understanding of release and deployment processes, including version control; mentor junior developers to enhance their skills in line with development standards Lead development ...