2 of 2 SLA Jobs in Norwich

any queries or concerns, using phone or e-ticket, logging tickets via Heat software Log faults with 3rd party maintainers, following up and ensuring resolutions are completed within agreed SLA's Provide up to date documentation, when producing or changing IT networking, hardware or software configurations Assist with conception, design and implementation of any new or enhanced IS Systems. Act More ❯

Requests for Service, ensuring all relevant details are captured in line with Service Desk standards Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement Responsible for maintaining data quality\integrity of the Digital Services call management system Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify … escalating where necessary hieratical or functionally Support the planning of requests for service tasks outside peak demand times however ensuring the request is completed within the Digital Services service level agreement Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems Installing and configuring desktop software Administering IT accounts and system … under pressure Good problem solving skills A logical approach to problem solving and exercising good judgement Good attention to detail Prioritises and organise workload in accordance with the Service Level Agreement Communication Essential Excellent communications skills (verbally and written) Excellent customer handling skills, including communicating at the customer's technical level, working with executive customers and managing difficult customers Professional More ❯