1 to 25 of 63 Permanent SLA Jobs in the North of England

Strong analytical and problem-solving skills with data-driven decision-making capabilities Excellent interpersonal and communication skills for engaging with stakeholders at all levels Experience with IT service reporting, SLA management, and performance metrics Understanding of modern IT infrastructure including cloud services, networking, and security principles Ability to balance technical requirements with business priorities Preferred Skills and Qualifications Bachelor's More ❯

Work closely with 1st Line team to provide guidance, ensure smooth hand-over, maintain knowledge base and drive continuous improvement. Participate in change management, patching rollouts, service improvements and SLA/quality assurance. Provide expert support for telephony and VoIP systems, business mobile networks, intercoms and associated connectivity. Perform root-cause analysis for recurring incidents and implement corrective/preventative More ❯

. Reduction of Aged tickets. Training and mentoring Service Desk to reduce skills gaps and ensures a consistent approach is adopted. Delivering or exceeding against agreed objectives, KPIs and SLA’s. Demonstrates the Arriva Values, and is part of positive change needed to embed service improvements. Stakeholder relationships The IT Service Desk team Third Party Suppliers Field Support/Site More ❯

a positive and high-performance culture. Manage daily workloads, monitor ticket queues, and ensure appropriate coverage across shifts. Oversee the logging, categorization, and resolution of incidents and requests, ensuring SLA compliance. Act as the primary escalation point for unresolved or critical 1st Line issues. Monitor and manage ticket queues to ensure timely and consistent customer support. Maintain accurate and detailed More ❯

V, SRM vSAN, VCF, Tanzu Aria Suite (vRealize) PowerCLI, vRO, Terraform Networking fundamentals Microsoft Azure, SCCM, Intune SQL Server, AD, ADFS Windows Server, Hyper-V Azure AD, Debugging Tools SLA & escalation management Linux RHEL, CentOS, Ubuntu Bash, Python, Ansible Docker, Kubernetes Systemd, YUM/APT CI/CD familiarity Desirable Skills & Growth Potential We know great engineers arent built from More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

and software installations. Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line). Deliver excellent customer service, keeping users informed and ensuring SLA targets are met. Skills and Requirements CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential. IT-related qualification (college, apprenticeship, or degree); preferred but not More ❯

and software installations. Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line). Deliver excellent customer service, keeping users informed and ensuring SLA targets are met. Skills and Requirements CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential. IT-related qualification (college, apprenticeship, or degree); preferred but not More ❯

agreed Service Level Agreements for the business. Your main role will be working on our ITSM tool Halo to ensure that tickets are picked up, worked on within the SLA’s, and escalating tickets to either 3rd parties or internally to resolve more complex issues. You’ll be working on building new devices, installing, configuring, and repairing desktop and mobile More ❯

when spares are available, enabling a quick resolution with minimum inconvenience to the end user Ensure ticket logs are maintained in a timely and efficient manner (in line with SLA’s) To perform IMAC activities when formal requests are raised To qualify: Must be eligible to obtain UK Security Check (SC) clearance , which typically requires 5 years of continuous residency More ❯

have some of the following skills: Previous experience within a Service Desk environment , where you’ve been responsible for logging and closing tickets, with an understanding of KPI’s, SLA’s , strong communication skills, strong customer service skills and preferably some Microsoft Office 365 knowledge would be a huge advantage. Successful Service Desk Analyst/1st line IT Support (Cloud More ❯

have some of the following skills: Previous experience within a Service Desk environment , where you've been responsible for logging and closing tickets, with an understanding of KPI's, SLA's , strong communication skills, strong customer service skills and preferably some Microsoft Office 365 knowledge would be a huge advantage. Successful Service Desk Analyst/1st line IT Support (Cloud More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

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 ❯

to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting More ❯

initiative, follow instructions, and contribute as part of a team What will your role look like? Provide appropriate response and resolution to problems raised within the timeframes of the SLA by both the engineer and trader Demonstrate a strong understanding of the systems, utilising them to maximum capacity and identifying areas of improvement and jobs approaching expired SLAs Raise and More ❯

end-to-end lifecycle of client's environments, from build and configuration to managing and maintaining their environments. You'll take ownership of workflow, prioritise tasks in line with SLA agreements, and ensure timely delivery. The role combines people leadership, technical delivery, and process improvement, ideal for someone who enjoys staying hands-on while managing a team. Your responsibilities will More ❯

end-to-end lifecycle of client's environments, from build and configuration to managing and maintaining their environments. You'll take ownership of workflow, prioritise tasks in line with SLA agreements, and ensure timely delivery. The role combines people leadership, technical delivery, and process improvement, ideal for someone who enjoys staying hands-on while managing a team. Your responsibilities will More ❯

management, or technical delivery within a B2B software or infrastructure environment Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation Solid understanding of SLA frameworks, incident management, and service models Excellent communication and stakeholder management skills, including the confidence to present to senior leaders Ability to coordinate cross-functional teams and manage priorities effectively More ❯

management, or technical delivery within a B2B software or infrastructure environment• Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation• Solid understanding of SLA frameworks, incident management, and service models• Excellent communication and stakeholder management skills, including the confidence to present to senior leaders• Ability to coordinate cross-functional teams and manage priorities effectively More ❯

for a proven Service Desk Manager who has experience in pushing through change, by identifying problems and coming up with solutions that improve the Service Desk function. Experience managing SLA's and monitoring KPI's is also essential & you will join an already established service desk team which offers hybrid working, so 3 days in the office, 2 days working More ❯

Attend to unreliable devices and escalate issues with supporting documentation. Perform routine maintenance, updates, and modifications. Support installation processes and ensure smooth implementation. Maintain full understanding and compliance with SLA commitments. Troubleshoot faults and escalate recurring issues for proactive resolution. Share technical expertise across the team to promote continuous improvement. Build strong relationships with key stakeholders in assigned accounts. Manage More ❯