1 to 25 of 29 SLA Jobs in the East of England

records of support interactions. Develop a thorough understanding of all product documentation and processes to effectively support stakeholders and minimise response times. Provide timely solutions in line with internal SLA’s and business goals. Identify recurring issues and suggest improvements to the products, processes or documentation. Maintain up-to-date documentation of recurring issues, fixes and workflows to support consistent More ❯

formed Service Assurance each supported by a dedicated Service Coordinator. You’ll manage a high-volume ticket queue through ConnectWise, ensuring all teams and individuals consistently exceed the exceptional SLA standards our clients expect. As a team coach and leader, you’ll guide your team through complex issues, encouraging creative thinking and problem-solving from multiple perspectives. You will mentor More ❯

records of support interactions. Develop a thorough understanding of all product documentation and processes to effectively support stakeholders and minimise response times. Provide timely solutions in line with internal SLA’s and business goals. Identify recurring issues and suggest improvements to the products, processes or documentation. Maintain up-to-date documentation of recurring issues, fixes and workflows to support consistent More ❯

but you may also be involved with other work as directed and be expected to play your part in contributing to the team's ability to meet target Milestones, SLA's and KPI's. You will be expected to work within a team of engineers at differing experience, knowledge & skillset. Experience in a similar role would be advantageous. Your experience More ❯

rapidly expanding infrastructure Deploy, configure, maintain and monitor all active network equipment to ensure seamless network operations Liaise with internal departments to ensure systems issues are resolved Ensure that SLA's are met across the team Work with 3rd party technology suppliers when required This represents an excellent opportunity to secure a permanent position within a high profile and rapidly More ❯

the extra mile to find the 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 workload under control but More ❯

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 ❯

across Zellis products (e.g., ResourceLink, MyView), resolving technical and data-related issues, and contributing to product improvement. Case Management: Handle support cases through to resolution, ensuring timely updates and SLA compliance while delivering a positive customer experience. Knowledge Sharing : Create and maintain knowledge articles; identify trends and recommend process/product improvements. Collaboration : Represent the support team in meetings, follow More ❯

/3rd line mission-critical support to Managed Services customers, working independently and collaboratively with colleagues, the Network Operations Centre, and Field Engineering teams. Prioritising and resolving faults within SLA Updating customers and fault tickets regularly Supporting NOC engineering tasks Delivering system solutions for builds and upgrades Offering technical consultancy for tenders Conducting internal/external training Participating in the More ❯

core values, working in line with ‘best practice’ ensuring compliance to relevant policies. To maintain confidentiality and discretion. Provide first line analysis of all IT issues and ensure that SLA’s are met. Keep customers informed of the status and progress of tasks and update tickets. Ensure the customer is satisfied with the final resolution by placing a confirmation call. More ❯

combines team management, operational planning, and commercial awareness, with a focus on: ✅ Managing day-to-day scanning operations (document prep, scanning, quality control, and data input) ✅ Delivering against KPI & SLA targets to maintain exceptional client service ✅ Driving operational efficiency and profitability through cost control & resource planning ✅ Supporting the growth of scanning services, including AI-driven efficiencies and innovative client solutions More ❯

faults using ServiceNow. Carry out hardware upgrades, re-cabling, and pre-deployment tasks. Provide on-site support for out-of-hours migrations and switchovers. Coordinate daily workload and meet SLA timelines based on ticketing and geography. Data Centre Support: Maintain site access and remote hands support for colocation and internal clients. Ensure compliance with ISO standards and ITIL practices. Keep More ❯

ITSM accordingly updating SAP Raising RMA's whilst being aware of any financial implications regarding timeframes etc. Despatching all vendors warranty parts back to them Managing all queries within SLA (error handling) Using Excel to maintain the reporting for all vendors Maintaining the accuracy on serial number and asset tracking Making sure all Performance Targets are met Goods In Operative More ❯

ITSM accordingly updating SAP Raising RMA's whilst being aware of any financial implications regarding timeframes etc. Despatching all vendors warranty parts back to them Managing all queries within SLA (error handling) Using Excel to maintain the reporting for all vendors Maintaining the accuracy on serial number and asset tracking Making sure all Performance Targets are met Goods In Operative More ❯

technical skills in current and emerging technologies. ________________________________________ Key Responsibilities • Provide support for live Linux-based IT services via a ticketing system • Monitor system performance, identify and resolve issues within SLA/KPI targets • Produce and maintain documentation (e.g., build documents, work instructions) • Build and configure Linux servers and develop automation scripts • Deliver server and application support including backup and virtualization More ❯

based activity. Operating largely within established frameworks and processes, the Analyst will ensure prompt resolution to incident and service request from the ICT Help Desk using agreed timescales and SLA's. The role requires the post holder also to be mindful of information security, disaster recovery and data protection and where required take responsibility of these areas. As the Council More ❯

to the successful and timely Service Delivery of Co-Lo and PWR activities, managing the delivery of all work orders and footprint activities to meet customer expectations to agreed SLA’s and enhance the overall customer experience through aligning with our Operational Excellence objectives for the ensuing year. Fundamentally to focus in setting high standards and managing our range of More ❯

ready to mentor junior engineers, this could be your next big move. Role Requirements Provide 2nd and 3rd line support for live Linux-based environments, ensuring systems stay within SLA/KPI thresholds Manage, monitor, and troubleshoot Linux servers and applications via a ticketing system Automate routine tasks and document technical procedures for team use and rapid resolution Train and More ❯

value for money. Tender Management: Prepare and launch Stage 3 tender process with multiple contractors. Project Delivery: Oversee M&E major works in a live data centre environment, ensuring SLA availability and Tier 3 compliance. Stakeholder Engagement: Manage client relationships, internal teams, and external contractors to ensure alignment and successful delivery. Scope & Drawings: Review and define project scope, demarcation, and More ❯

value for money. Tender Management: Prepare and launch Stage 3 tender process with multiple contractors. Project Delivery: Oversee M&E major works in a live data centre environment, ensuring SLA availability and Tier 3 compliance. Stakeholder Engagement: Manage client relationships, internal teams, and external contractors to ensure alignment and successful delivery. Scope & Drawings: Review and define project scope, demarcation, and More ❯

value for money. Tender Management: Prepare and launch Stage 3 tender process with multiple contractors. Project Delivery: Oversee M&E major works in a live data centre environment, ensuring SLA availability and Tier 3 compliance. Stakeholder Engagement: Manage client relationships, internal teams, and external contractors to ensure alignment and successful delivery. Scope & Drawings: Review and define project scope, demarcation, and More ❯

Maintenance (PPM) tasks using an online software system. Monitor completion of PPMs and chase engineers for updates as required. Organise specialist visits and ensure they are completed within agreed SLA timeframes. Approve engineer timesheets and maintain accurate weekly records. Manage contract documentation and ensure compliance with audit requirements (e.g. BSI standards). Analyse and approve invoices from subcontractors and specialists. More ❯

strategic growth. With expert level knowledge of the ServiceNow platform - particularly Performance Analytics, ITSM, and CSM - this role provides the data foundation for monitoring service performance, customer satisfaction, and SLA achievement. A key part of the role is transforming raw data into meaningful insights and executive level narratives that drive improvement, enable capacity planning, and inform the integration of AI … driven insight that informs the development and implementation of AI and automation solutions. Help identify suitable AI use cases and monitor performance outcomes post deployment. Enable the tracking of SLA compliance, customer satisfaction, volume trends, resolution times, and service efficiency metrics through robust reporting frameworks. Collaborate with the Head of Service Performance to produce high quality performance packs, dashboards, and 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 ❯

patches and the maintenance of customer AV management software. Responding to BAU Security and Patch Management incidents logged on the incident management system to ensure incidents are resolved within SLA, whilst providing help and support to the team Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. Ensure all implemented solutions … Escalate potential service issues to line management and ITIL Services Raise potential problem issues with Problem and Incident Management. SKILLS AND EXPERIENCE 3+ years of experience in a similar SLA-driven support role. Good knowledge of IT platforms, equipment and applications. Proven Customer service skills. Industry recognised qualifications in relevant areas. Knowledge/experience in the following technologies. - Windows Server More ❯