1 to 25 of 27 SLA Jobs in the East of England

escalated issues, diagnose root causes, and drive long-term fixes while working closely with an MSP when required. Manage incidents and service requests within SLA, providing clear updates and ensuring high-quality documentation. Support and administer core systems including Active Directory, Microsoft 365, endpoint security, MDM, and device builds/ ...

timely updates to clients. Escalate complex or high-priority issues to 3rd Line engineers as needed. Contribute to a busy service desk environment, maintaining SLA targets and quality standards. Essential Skills & Experience Experience in a 2nd Line support role, ideally within an MSP or managed IT environment. Knowledge of Microsoft ...

plans Foster a culture of continuous improvement and operational excellence Incident Management Oversee the full incident lifecycle, from detection through containment and resolution Ensure SLA adherence, clear escalation paths, and consistent client communication Maintain, test, and continuously improve incident response plans and playbooks Threat Intelligence & Vulnerability Oversight Direct threat intelligence ...

data within, improving the performance of and managing of relational SQL databases. Experience supporting software systems to process, working closely with customers to SLA to deliver excellent customer service. Experience supporting the integration of many systems. Abilities/Skills Engages with and contributes to the work of cross-functional teams ...

Games, ensuring service performance, risks and improvement opportunities are clearly understood and acted upon. • Lead and maintain ITIL-based service governance, including service reviews, SLA reporting, KPI tracking and escalation management. • Develop, agree and track Continual Service Improvement (CSI) plans, driving measurable improvements in service quality, resilience and customer satisfaction. ...

system. Preparing new and repaired hardware Carry out warranty repairs to OEM standards following contractual agreements in accordance with ASP. Escalating any potential customer SLA impacts to the relevant teams. Staging laptops and PC's with pre-defined builds General housekeeping to locate and eliminate causes of backlogs to provide ...

expert support for the Synergy2 application Investigate, resolve, or escalate complex client issues Manage support tickets and work to agreed SLAs Analyse support and SLA data to identify trends and improvements Collaborate with internal teams, including Technical Services and third party providers Communicate clearly and professionally with clients and colleagues ...

forensic data. Customer Interaction: Provide clear, professional guidance to technical and non-technical stakeholders. Ticket Management: Log, track, and resolve support cases within SLA timelines using JIRA or similar platforms. Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues. Documentation: Maintain accurate onboarding records ...

forensic data. Customer Interaction: Provide clear, professional guidance to technical and non-technical stakeholders. Ticket Management: Log, track, and resolve support cases within SLA timelines using JIRA or similar platforms. Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues. Documentation: Maintain accurate onboarding records ...

delivery of IT support services across 1st-3rd line. You will be responsible for leading a team of 15 engineers, ensuring service excellence, strong SLA performance and a consistently high standard of customer support. Reporting directly to the Head of Operations, you will work closely with our Customer Success Managers ...

right solution. You’re process driven –– you’ll be triaging tickets coming through according to type and priority (with the added excitement of SLA's, so we need people who can follow the plan and get it right for our customers every time. You’re a team player – got your ...

customers, either by phone, email, live chat or portal Ensuring all incidents and service requests are logged into ITSM package Ensuring all SLA obligations are met in the delivery of the above services Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated ...

data-related issues, and contributing to product improvement. Case Management : Handle Payroll related support cases through to resolution, ensuring timely customer updates and SLA compliance while delivering a positive customer experience. Knowledge Sharing : Knowledge Article creation. Collaboration : Provide input in support team in meetings, follow defined support procedures, and help ...

some of the most recognisable names in fashion and offers un-paralleled progression In this role you will be going through support tickets, ensuring SLA's are met, offer support & implementation services to clients, resolve helpdesk issues and provide support on Microsoft Operating Systems. The range of brands you will ...

some of the most recognisable names in fashion and offers un-paralleled progression In this role you will be going through support tickets, ensuring SLA's are met, offer support & implementation services to clients, resolve helpdesk issues and provide support on Microsoft Operating Systems. The range of brands you will ...

from users via email, ticketing system and telephone, and monitor the support ticket system for incidents requiring escalation or urgent attention, adhering to challenging SLA requirements, logging full details of time and work undertaken Build and maintain desktop/laptop PCs/macs and Windows servers, diagnose and resolve hardware ...

forensic data. Customer Interaction: Provide clear, professional guidance to technical and non-technical stakeholders. Ticket Management: Log, track, and resolve support cases within SLA timelines using JIRA or similar platforms. Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues. Documentation: Maintain accurate onboarding records ...

What youll be doing? Youll work in our 24x7 Service Management Centre, managing customer tickets, monitoring systems, prioritising faults, coordinating engineers, and ensuring SLA compliance. Shifts include 2 weeks MonFri (1 week 08:0016:00, 1 week 10:0018:00), followed by 1 week of 6-hour days with ...

/7 Service Management Centre, youll manage cases with accuracy and pace, making sure all details are logged to a high standard and within SLA timeframes. Youll prioritise faults based on impact, coordinate resources effectively, and escalate complex issues to 3rd line with clear documentation. Youll support engineer dispatch ...

varying security levels. 2 nd line engineers are responsible for conducting advanced Troubleshooting. Liaising with customers to ensure all issue are dealt within SLA and KPI set down by the customer. Provide Second line technical support: Manage and maintain servers, virtual machines to ensure high availability and performance, including ...

standards Stage and configure devices with predefined builds Manage and update service tickets accurately Maintain asset tracking and workshop organisation (6S) Escalate potential SLA risks to supervisors What We're Looking For Experience repairing laptops, desktops, and mobile devices Familiarity with HP , Dell , Apple , and Lenovo systems Strong diagnostic ...

calls and emails from clients and tenants Logging reactive maintenance jobs onto the CAFM system Scheduling engineers and subcontractors Monitoring job progress and ensuring SLA compliance Raising purchase orders and processing invoices Updating clients with job status reports Supporting Contract Managers with administrative duties Ensuring accurate record keeping and system ...

service desk system perform initial triage of all calls and assign to correct team Take ownership of and resolve calls in line with service level agreement(s). Identify problems, log problem records and communicate appropriately. Log changes, providing adequate information and ensuring change records are kept up to date. ...

line to ensure resolutions - Liaise with clients and contractors to gather required documents - Ensure all service tasks are logged, updated, and closed within SLA Experience and Skills Required: - 3 years AV experience – ideally within service and maintenance. - Experience using ServiceNow or a similar ticketing system - Strong organisational and scheduling skills ...

accountability, ownership, and continuous improvement • Support engineers in developing their technical and professional capability Service Delivery and Customer Ownership • Take full ownership of SLA performance, service quality, and escalation management • Act as the senior escalation point for critical incidents and customer concerns • Build strong, trusted relationships with customers through regular … cause analysis and long term service improvements • Ensure governance, reporting accuracy, and operational consistency Performance and Continuous Improvement • Define and manage KPIs relating to SLA performance, customer satisfaction, and efficiency • Use service data and insight to drive improvements and informed decision making • Identify and implement process improvements, automation, and smarter ...