10 of 10 SLA Jobs in Northern Ireland

remotely and on customer premises. Day-to-day of the role: Manage and prioritise tickets logged in our IT Service Management System according to SLA agreements, risk, and time required for resolution. Maintain constant communication with customers, keeping them fully updated throughout the lifecycle of their ticket. Respond ...

remotely and on customer premises. Day-to-day of the role: Manage and prioritise tickets logged in our IT Service Management System according to SLA agreements, risk, and time required for resolution. Maintain constant communication with customers, keeping them fully updated throughout the lifecycle of their ticket. Respond ...

restore normal service operation as quickly as possible, minimising the impact to business operation. Escalate incidents to other teams as stated in the service level agreement or operational level agreement. Ensure and drive adherence to Incident and Request Management process, procedures and policies amongst all delivery teams. Identify potential problems ...

activities across P1/P2 events Owning and driving incident bridges, ensuring structured command and control Producing executive-level communications and incident summaries Ensuring SLA adherence and effective escalation handling Delivering MI reporting on a weekly and monthly basis Improving documentation, processes, and operational playbooks Supporting and developing other incident ...

Business users satisfaction Work with suppliers and internal IT departments to provide Business users with status updates as defined in the Service Level Agreement (SLA). Have knowledge and understanding of the contents of the SLA and the Service Desk's processes and procedures. Document, maintain, use and share appropriate ...

preventative maintenance activities Deploy patches, firmware updates, and minor configuration changes where required Produce detailed shift handovers, incident summaries, and technical documentation Work within SLA-driven environments to achieve high levels of service performance Support operational improvements and contribute to service stability initiatives Stakeholder Communication Communicate professionally with customers, suppliers ...

while minimizing service impact. Lifecycle Tracking: Log, manage, and progress incidents and service requests through their full lifecycle, maintaining accurate updates and detailed documentation. SLA Adherence: Work within defined Service Level Agreements (SLAs) to ensure timely resolution and high first-time fix rates. Maintenance & Health Checks: Perform routine network health ...

escalation processes Ensure timely response and resolution of incidents and service requests Act as an escalation point for complex or high-priority issues SLA & KPI Management Own and report on service desk performance against SLAs and KPIs Monitor metrics such as: First Response Time Resolution Time (MTTR) First Contact Resolution … Ensure clear boundaries between project work and support activities Assist in identifying opportunities for project work from recurring support issues Key Performance Indicators (KPIs) SLA compliance across all clients Reduction in ticket backlog Improvement in response and resolution times Customer Satisfaction (CSAT/NPS) Team utilisation and productivity Reduction ...

balance major incident leadership with BAU service oversight. Excellent written and verbal communication with a customer-first mindset. Strong understanding of ITIL environments and SLA-driven service delivery. High attention to detail and ability to stay calm under pressure. Eligible for Security Clearance (SC minimum; NPPV3 preferred). … Doing Delivery & Customer Experience Act as the primary contact for customer issues, ensuring high-quality, timely communication. Oversee incident and request handling to ensure SLA adherence and clear, accurate updates. Coordinate with field teams and third parties to maintain seamless service delivery. Ensure incident records and customer updates meet professional ...

control the work of your team: Provide appropriate support to your team with client queries and issues that arise. Ensure the Rules Processing SLA for your team meets the 90% target and the Dashboards SLA for your team meets the 85% target. Ensure delivery of excellent customer service including evidence … their training requirements and active participation by all team members. 2. Internal Governance/Operational Excellence Provision of transparent monthly highlight reports, including: SLA compliance Open Breaches Open Client Queries Data Quality Staff Utilisation Efficiency/Improvements Other team issues (e.g. resourcing) Ensure all BAU procedures are available to your ...