1 to 25 of 50 SLA Jobs in the North of England

M365, collaboration tools, AV and meeting rooms Support business-critical meetings, events and senior stakeholder needs Manage tickets via ServiceNow, ensuring clear communication and SLA adherence Collaborate with wider IT teams and partners to resolve complex issues Contribute to service improvement, knowledge sharing and user guidance What You'll Bring ...

knowledge base appropriate resources are applied. The post holder will be responsible for handling requests through the incident management lifecycle within agreed SLA and KPI timescales. The role will also involve escalating tickets both internally & with the trusts external providers. The post holder will also be expected to take ...

peripheral support. Maintaining accurate asset records. Working closely with third-party suppliers and internal infrastructure teams. Delivering excellent customer service while working within SLA-driven environments. About You You'll have previous experience working within an enterprise IT support environment and be confident providing both deskside and remote support. ...

user best practices, identifying and mitigating repeatable cases and creating knowledge-based articles (KBA's). Responsibility for resolving Incidents and Service Requests to SLA using tools such as ServiceNow, InTune and SCCM. Engaging with Capgemini MIM for the management and resolution of major incidents. Modern workplace management experience using ...

Experience supporting laptops, desktops, mobile devices and peripherals Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN) Experience working with ITSM tools and SLA-driven environments Excellent troubleshooting, communication and customer service skills What you need to do now If you're interested in this role, click 'apply ...

service skills, and be able to remain calm, patient and polite in all situations. Experience of handling/resolving IT related queries within agreed SLA timeframes, escalating as necessary or demonstrable experience of customer facing role Qualifications Essential A level, BTEC, NVQ level 3 or equivalent further education qualifications. Skills ...

oversight of supplier corrective and preventative actions Reporting & Executive Visibility Produce consolidated security incident reporting across suppliers Provide insight into: Incident trends Response performance SLA adherence Recurring root causes Risk exposure Support governance boards, service review meetings, and client security leadership Assurance & Evidence Management Define incident management evidence requirements Ensure ...

your customer accounts. Leading, coaching and scheduling a team of service desk analysts, and providing hands-on support during escalations and major incidents. Owning SLA and KPI performance, identifying and addressing the root causes behind service trends. Running customer service reviews and translating feedback into tangible process improvements. Working closely ...

backlogs and implementing measurable process improvements. Experience developing teams, improving morale and creating a positive culture during periods of significant change. Strong vendor and SLA management experience. Excellent stakeholder management and communication skills, with the ability to engage effectively with store colleagues, corporate users, technical teams and senior executives. ...

Identify gaps in ownership, reporting, evidence, and accountability. Reporting & Governance Produce regular security incident reports, dashboards, and performance metrics. Monitor: Incident volumes Resolution performance SLA compliance Escalation trends Provide reporting and updates into governance meetings and operational review forums. Essential Skills & Experience Experience within cyber security, service management, operational governance ...

Supplier Governance (SIAM): Validate supplier incident reporting, ensure data consistency across partners, and resolve ownership gaps. Reporting and Dashboards: Produce routine incident packs, track SLA compliance/trends, and present status updates to governance forums. Compliance and Audit: Maintain complete, traceable incident records to ensure ongoing audit readiness and process ...

team of four 1st and 2nd line Service Desk analysts day to day Owning workload allocation, escalations, and making sure incidents get resolved within SLA Getting your hands dirty with tickets yourself when the team needs bolstering Building out proper incident, problem and request management processes - a lot of this ...

process for new customers Translate written and verbal communications between English and German to support customers and internal documentation Monitor and manage third-party SLA breaches, ensuring appropriate follow-up Handle service abuse management and contribute to maintaining a high-quality customer experience Work collaboratively with colleagues to achieve team ...

regularly updating clients on the status of service appointments and maintaining clear, professional communication at all times. Respond to all incoming calls within SLA targets, ensuring every customer receives exceptional service and a positive experience. Manage multiple Freshdesk inboxes (reactive, commissioning, and servicing), ensuring all enquiries are responded to within ...

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 ...

Strong communication skills, both written and verbal. Ability to prioritise workloads and manage multiple support tickets effectively. Comfortable working under pressure while consistently meeting SLA targets. Experience with integrations, APIs, extensions, third-party applications, or telemetry tools would be advantageous. Experience with Power Platform (Power BI/Power Apps/ ...

within the agreed budget, assisting other teams when required. Assess the team’s workload regularly, and implement action plans to ensure SLA’s are met ·Assisting the Business Support Manager in achieving the department’s absence and attrition targets. ·Assisting the Business Support Manager on HR strategic plan including achieving ...

ensure the records are kept up to date Ensure that all tickets are dealt with in a timely and professional manner, ensuring that all SLA’s are met Escalate issues to internal and external stakeholders in a timely manner with the correct information Provide the highest levels of service ...

Desirable Experience Experience within an IT, technology or service-based business. Familiarity with CRM and ticket management systems. Experience working within a KPI or SLA-driven environment. What's on Offer? Salary of £26,000 - £30,000 , depending on experience. Modern office environment based in Hebburn. Supportive and collaborative team ...

performance and continual improvement initiatives. Managing 2nd and 3rd line support processes, escalations and incident resolution. Overseeing supplier and vendor relationships, driving accountability and SLA performance. Supporting change and release activities to ensure smooth transition into live service. Establishing robust governance, processes and service management practices. Working with technical ...

performance and continual improvement initiatives. Managing 2nd and 3rd line support processes, escalations and incident resolution. Overseeing supplier and vendor relationships, driving accountability and SLA performance. Supporting change and release activities to ensure smooth transition into live service. Establishing robust governance, processes and service management practices. Working with technical ...

performance and continual improvement initiatives. Managing 2nd and 3rd line support processes, escalations and incident resolution. Overseeing supplier and vendor relationships, driving accountability and SLA performance. Supporting change and release activities to ensure smooth transition into live service. Establishing robust governance, processes and service management practices. Working with technical ...

onboarding, screening, compliance, or regulated industry environments. Experience working closely with Software Development, Product, or Technology teams. Strong understanding of service management principles, KPIs, SLA management, and operational performance monitoring. Excellent communication and stakeholder management skills, with the ability to build strong relationships across departments and with clients. Desirable Skills ...

making sure customer orders are complete, accurate and technically feasible before they progress. Managing the regional order book, balancing priorities, capacity, delivery risks and SLA commitments. Monitoring team performance, quality and workload, using data to spot risks, resolve issues and improve ways of working. Coordinating survey scheduling and progression ...

hands and delivery tickets for any visitors or specialist third party technicians requiring access. Proactively monitor internal ticketing systems to ensure swift responses within SLA timeframes. Ensure Data Centre’s are always kept in a clean and presentable manner. Knowledge and experience required: Experience working in a Managed Hosting/ ...