1 to 25 of 37 SLA Jobs in the East of England

Job Description General Description Responsibilities :- • Supervise desktop support resources maintaining all SLA • Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment for all Executive group members. Act as a technical resource to others to resolve problems, issues and errors. • Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates More ❯

security, etc.) Act as an escalation point for complex technical issues from 1st and 2nd line teams Liaise closely with the Service Desk Manager to monitor ticket queues, ensure SLA compliance, and improve service delivery processes Assist in mentoring, training, and developing service desk staff Contribute to documentation, knowledge base articles, and process improvement Work on infrastructure projects, system upgrades More ❯

security, etc.) Act as an escalation point for complex technical issues from 1st and 2nd line teams Liaise closely with the Service Desk Manager to monitor ticket queues, ensure SLA compliance, and improve service delivery processes Assist in mentoring, training, and developing service desk staff Contribute to documentation, knowledge base articles, and process improvement Work on infrastructure projects, system upgrades More ❯

to end users and other members of IT staff as required Always Adhere to the IT Security Strategy Communication Communicate with members of the IT department to ensure internal SLA's are met Attend departmental meetings as required, contributing as necessary Provide regular updates on progress to relevant teams and individuals Health and Safety Ensure you have read the Company More ❯

are at the heart of everything we do. What You'll Do As an integral part of our Application Support team, you'll: Deliver first-class application support , ensuring SLA targets are consistently met for critical business systems. Analyse and implement technical enhancements across our broker and insurer policy administration platforms. Partner with IT Operations to maintain system uptime, coordinate More ❯

are at the heart of everything we do. What You’ll Do As an integral part of our Application Support team, you’ll: Deliver first-class application support , ensuring SLA targets are consistently met for critical business systems. Analyse and implement technical enhancements across our broker and insurer policy administration platforms. Partner with IT Operations to maintain system uptime, coordinate More ❯

strong communication with stakeholders. A full job description is available on request, but to summarise your key responsibilities: Line management of the helpdesk team (3 colleagues) Operational performance : Helpdesk SLA compliance, escalations, prioritisation of tickets and workload. Store & Retail support : successful resolution of store-related incidents, minimal disruption to POS, store networks and in-store devices New store openings : IT More ❯

effectively resolving client issues, queries or incidents. • Utilise various platforms to respond, handle, and escalate issues. • You will have a ‘hands-on’ problem-solving approach, solving problems within strict SLA time frames. • Take ownership of incidents assigned to you and manage them through to resolution. • Ensuring SLAs are met: time to respond, time to resolve and first-time-fix. • Application More ❯

effectively resolving client issues, queries or incidents. • Utilise various platforms to respond, handle, and escalate issues. • You will have a ‘hands-on’ problem-solving approach, solving problems within strict SLA time frames. • Take ownership of incidents assigned to you and manage them through to resolution. • Ensuring SLAs are met: time to respond, time to resolve and first-time-fix. • Application More ❯

suppliers and manage the internal database to track and move parts to engineers. Count and reconcile all cash brought in by the field team. Schedule service calls based on SLA priority and send out daily service reports. Order and maintain supplies in the office. Required Skills & Qualifications: Excellent internal and external communication skills with a passion for customer service. Knowledge More ❯

management. Implement and maintain 6S standards within the workshop. Provide flexibility in workloads and working patterns to support all areas of the Maintenance Service Centre, avoiding backlogs and ensuring SLA achievement. The Ideal Candidate Excellent administration and communication skills, both written and oral. Proficiency with Microsoft applications. Previous experience supporting IT hardware at both software and hardware levels. Strong administrative More ❯

management. Implement and maintain 6S standards within the workshop. Provide flexibility in workloads and working patterns to support all areas of the Maintenance Service Centre, avoiding backlogs and ensuring SLA achievement. The Ideal Candidate Excellent administration and communication skills, both written and oral. Proficiency with Microsoft applications. Previous experience supporting IT hardware at both software and hardware levels. Strong administrative More ❯

users when appropriate to do so with computer skills and information security expertise. Lead, mentor, and develop a team of Support Analysts. Monitor and manage ticket queues to ensure SLA compliance and workload balance. Act as a technical escalation point Maintain accurate, real-time documentation and ticket updates. Conduct regular quality reviews, provide feedback, and track team KPIs. Drive continuous More ❯

tickets in the company computing system Preparing new and repaired hardware Carrying 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 PCs with pre-defined builds General housekeeping to locate and eliminate causes of backlogs to provide continuous and fluent service to our More ❯

you will liaise with internal technical teams, customer stakeholders, and service management functions to ensure aligned delivery, transparency, and issue resolution throughout the mobile lifecycle. * Manage incident queues and SLA's, desirable technical knowledge of mobile automation tools, and a commitment to support the end user mobile estate. The ideal candidate will have a good working background in a 2nd More ❯

tickets in the company computing system Preparing new and repaired hardware Carrying 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 PCs with pre-defined builds General housekeeping to locate and eliminate causes of backlogs to provide continuous and fluent service to our More ❯

are experiencing problems Taking requests 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 and software faults and assist More ❯

than performing day-to-day tasks, and reporting to the Service Delivery Director; you will set direction for resource planning, commercial activity and supplier spend while holding accountability for SLA, OLA and KPI delivery through strong governance, escalation and performance frameworks. You will lead workforce modelling and capacity planning, forecast demand and develop long-term resourcing strategies and scenario models More ❯

log analysis tools (e.g., Splunk) and 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. Knowledge Sharing: Maintain and update technical documentation and contribute to More ❯

Manual data input (25-50% of role) with high attention to detail. Consolidate consignments for distribution and coordinate assignments within the team. Manage pallet movement and work planning. Meet SLA-driven targets and demonstrate strong time management. Handle boxing/unboxing of IT equipment. Key Requirements Willingness to undergo SC Clearance. Strong communication and reporting skills. Ability to work independently More ❯

Managed Services blueprint and escalate deviations to the design authority. Skills & experience You will be experienced in delivering against the following Key Performance Indicators (KPIs) Service Delivery & Operational Excellence SLA/KPI Compliance Rate – % of services delivered within agreed SLAs. Audit & Control Scores – Results from internal/external audits. Customer Complaint Resolution Time – Average time to resolve escalated issues. Transition More ❯

Experience in Team leadership. Minimum 5 years experience supporting remote office and end users. Knowledge: Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics. KPI/SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time). OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge More ❯

Experience in Team leadership. Minimum 5 years experience supporting remote office and end users. Knowledge: Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics. KPI/SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time). OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge More ❯

support in the resolution of critical and strategic customer problems/escalations. Representing Service Support at a specific and limited number of service reviews and owning report creation on SLA performance for contractual/top 20 customers. Working with the Senior Leadership team specifically within Service Support to constantly review the customer online and offline journeys to identify improvement opportunities. More ❯

support in the resolution of critical and strategic customer problems/escalations. Representing Service Support at a specific and limited number of service reviews and owning report creation on SLA performance for contractual/top 20 customers. Working with the Senior Leadership team specifically within Service Support to constantly review the customer online and offline journeys to identify improvement opportunities. More ❯