3 of 3 SLA Jobs in Northern Ireland

switching, and routing Support Microsoft 365, Windows Server, Active Directory, DNS, and DHCP Deliver infrastructure and cloud projects, including migrations and upgrades Work within SLA and KPI targets while maintaining high levels of customer service Essential Skills & Experience Previous experience working within a Managed Service Provider (MSP) environment Strong Microsoft ...

articles, troubleshooting guides, and runbooks to improve resolution speed and consistency Track and report on key support metrics including response times, resolution rates, and SLA compliance Person Specification Essential knowledge & experience: 25 years of experience in a technical support, application support, or software helpdesk role Strong analytical and problem-solving ...

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 ...