1 to 25 of 40 SLA Jobs in Yorkshire

knowledge base articles . Uphold IT security policies and data protection standards. Participate in an on-call rota for out-of-hours support (including weekends on rotation). Ensure SLA compliance , driving timely resolution of incidents and service requests. Required Skills & Qualifications Proven experience in technical support/Infrastructure duties (multi-site or enterprise preferred). Strong expertise in: Windows More ❯

first point of contact reported via all mediums * Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement * Maintaining and updating incidents and requests in your own as well as the Service Desk ticket queues * Alerting Senior Analysts and Managers of reoccurring incidents and potential issues * Keeping More ❯

stakeholder management skills - focussed on service excellence and customer success, supported by ITSM reporting and communication practices. A data-driven mindset — comfortable with ITSM toolsets, dashboards, performance metrics, and SLA monitoring. Excellent coaching skills - able to embed a culture of ownership, accountability, and shared success using ITIL service principles. Strong communication skills – a flexible mindset and an agile, practical approach More ❯

Active Directory, Group Policy, SCCM or be willing and proactive in upskilling yourself. Ideally the successful person would have an understanding of managing and logging tickets , understand what a SLA is and have the ability to learn new skills. Successful 1st- 2nd Line Support/Service Desk Analyst/IT Support need to have excellent communication skills, strong and logical More ❯

using our internal ticketing system Take customer calls, raise and update support tickets, and ensure timely resolution Liaise directly with users to understand and explain technical issues clearly Maintain SLA compliance and ensure high levels of customer satisfaction Contribute to documentation and internal knowledge sharing Training Advanced Level Apprenticeship in IT Digital Support Technician consisting of: Level 3 Apprenticeship in More ❯

using our internal ticketing system Take customer calls, raise and update support tickets, and ensure timely resolution Liaise directly with users to understand and explain technical issues clearly Maintain SLA compliance and ensure high levels of customer satisfaction Contribute to documentation and internal knowledge sharing. Essential Skills and Experience Strong, methodical problem-solving abilities Excellent communication and interpersonal skills Solid More ❯

using our internal ticketing system Take customer calls, raise and update support tickets, and ensure timely resolution Liaise directly with users to understand and explain technical issues clearly Maintain SLA compliance and ensure high levels of customer satisfaction Contribute to documentation and internal knowledge sharing. Essential Skills and Experience Strong, methodical problem-solving abilities Excellent communication and interpersonal skills Solid More ❯

hours/week). What you'll be doing to make a difference: Providing excellent customer service with clear communication and empathy. Logging and responding to support queries within SLA guidelines. Investigating and resolving issues. Escalating tickets to higher support levels as necessary. Collaborating with internal teams to align support with implementation and operational goals. Contributing to the development of More ❯

Incident Categorisations with associated Service Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalationOwnership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans to More ❯

Incident Categorisations with associated Service Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalationOwnership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans to More ❯

Incident Categorisations with associated Service Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalationOwnership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans to More ❯

incidents, ensuring clear communication, timely resolution, and continuous improvement across their processes. Key Responsibilities: Handle customer incident escalations and provide timely updates Monitor VIP and sensitive tickets to prevent SLA breaches Document incident reports and contribute to process improvements Conduct quality checks and support team training Assist in integrating new customers and identifying problem tickets What We're Looking For More ❯

manages all client CRM data Responsible for internal central email inbox distribution for client requirements Participate in new sales bids when required Drive customer service excellence, best practices, and SLA adherence, working closely with the Sales, Implementation and Operations teams About you A real people person with the ability to build rapport and strong working relationships, both internally and externally More ❯

broader operational teams. Key tasks include making sure all processing is reconciled, any rejects are resolved timely, outgoing merchant funding is completed daily, all operational settlements are completed within SLA’s. You will join a highly motivated team and be part of a growth business working with colleagues who care about our customers. Working hours: 37.5 Location: Hull, office based More ❯

IT, OT and network systems (VLANs, DHCP, switch config, patching). Maintain site CCTV, access control systems, wireless APs and local servers. Manage service tickets (Caretaker SMAX) and ensure SLA compliance. Provide 1st/2nd line user support and act as a key IT contact for operations. Assist with vendor coordination, documentation and project work. Occasional UK/international travel More ❯

delivering the end-to-end lifecycle of user devices, from build and configuration to delivery and user onboarding. You'll take ownership of workflow, prioritise tasks in line with SLA agreements, and ensure accurate documentation and asset management through configuration management database tools. The role combines people leadership, technical delivery, and process improvement, ideal for someone who enjoys staying hands More ❯

be ideal for this role.As this is very much a customer-facing role, excellent communication skills are required and previous experience of a call logging system and working to SLA's would be a huge advantage. What you'll get in return The Contract is initially for 3 Months/Hybrid Working/Day Rate is £120 and is INSIDE More ❯

ideal for this role. As this is very much a customer-facing role, excellent communication skills are required and previous experience of a call logging system and working to SLA's would be a huge advantage. What you'll get in return The Contract is initially for 3 Months/Hybrid Working/Day Rate is £120 and is INSIDE More ❯

you apply your advanced security operations expertise to lead a team of SOC Analysts while performing advanced investigations and, when required, first-line triage to maintain queue health and SLA compliance. You are responsible for high-quality service delivery through detailed analysis, evidence-led response actions, and operational leadership. In addition to handling escalated alerts, you provide line management, oversee More ❯

duties will include: Lead the end-to-end management of major incidents across all in-scope organisations. Drive efficiency and effectiveness in the major incident process. Produce and analyse SLA/KPI reports to improve service quality. Facilitate and lead technical and managerial conference calls during incidents. Provide clear, timely, and accurate client communications. Ensure seamless handover to Problem Management More ❯

Support onboarding new team members and create rotation plans where appropriate. Support the team with travel and accommodation booking as required. Provide timely and visual client-ready reporting on SLA/KPI adherence, social value commitments, financial performance, commercials and delivery status at the agreed frequency level to a range of stakeholders across the business, up to C-Suite level. More ❯

and approving risk assessments/method statements (RAMS) for all planned works; ensure field sign off and point of work risk assessment completion. Monitoring live work orders; intervening when SLA risk thresholds reached; re prioritise resources dynamically. Tracking technician utilisation, travel efficiency, and first time fix rates; implement improvement actions. Reviewing customer service review pack: performance vs. KPIs, safety metrics More ❯

Incident Categorisations with associated Service Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalation Ownership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans More ❯

Incident Categorisations with associated Service Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalation Ownership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans More ❯

Incident Categorisations with associated Service Level Agreements. Be an escalation point for service desk tickets for 3rd line escalations. Accountable for tickets assigned for investigation, resolution, customer communications and SLA escalation Ownership an input to solution designs at all levels (High Level, Low Level and Technical) Creation of test plans to ensure required quality of implementations Creation of deployment plans More ❯