6 of 6 Permanent SLA Jobs in North Yorkshire

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 ❯

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 ❯

Glue, Halo PSA) to log support cases and maintain audit trails Learn to interpret technical documentation such as knowledge base articles, vendor specs and network diagrams Contribute to meeting SLA targets, including a 15-minute response time Participate in the implementation of security measures such as MFA, antivirus configuration, group policies and encryption Gain exposure to and support the rollout More ❯

don't have a Service Delivery Manager allocated to them. Key to the role will be proactive engagement with customers to ensure that their service is meeting expectations, evidencing SLA achievement, and addressing any service shortfalls that may arise. In addition, as part of the wider team the role will play a key part in recording, tracking, and coordinating continuous … of service provision to a portfolio of customers Proactively undertaking 'Service Check-In' calls to all allocated customers. Owning and driving service issues through to completion. Providing evidence of SLA achievement utilising existing reports. Acting as an intermediary in the relationship between Redcentric and the customer Being a point of contact for customer queries and escalations. Logging, tracking, and co More ❯

you will ensure that customers receive the best communication and service possible. It will be your job to ensure that support tickets are being managed correctly and within defined SLA parameters. Reporting into the Incident Management Team Leader, you will be responsible for daily aged ticket reporting, monitoring key customer accounts, bespoke communication processes, and the tools used to manage … and guidance to Support teams regarding Incident Management processes. Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets. Ensuring tickets are managed within defined SLA's and preventing a breach of those. Communicating and documenting new processes relevant to incident management. Creation of customer request RFO (Reason for Outage) documents and Major Incident Reports. Communicating … thinking approach. Confident with the ability to interact with members of all support teams including team leaders, managers and directors. An eye for detail, preventing any tickets from breaching SLA's and the tenacity to ensure others adhere to processes. A willingness to learn and not be afraid to get involved in unfamiliar areas of technology. Excellent time management/ More ❯