1 to 25 of 88 Permanent SLA Jobs in the North of England

Excellent cross-team communications, ensuring IT issues that are not resolved in the first instance (Tier 1.5) are picked up, triaged and resolved within SLA/Priority Knowledge Management, KB article ownership for SME’s and regular review/updates Executive user support to key stakeholders and senior management. Managing ...

ITIL V3 focused service delivery framework Stakeholder Management within the whole business including IT and external stakeholders Work to defined Service Level Agreements (SLA'S) and Key Performance Indicators (KPI's) AREAS OFKNOWLEDGE AND EXPERTISE You will have: Awareness of infrastructure: Azure, Windows Server 2012+ ESX/VMware, Messaging (Exchange ...

time entries, dependencies and next actions Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity Own assigned Problem records, identify recurring incidents, complete Root ...

time entries, dependencies and next actions Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity Own assigned Problem records, identify recurring incidents, complete Root ...

achievedExcellent cross-team communications, ensuring IT issues that are not resolved in the first instance (Tier 1.5) are picked up, triaged and resolved within SLA/PriorityKnowledge Management, KB article ownership for SME’s and regular review/updatesExecutive user support to key stakeholders and senior management.Managing escalated Incidents ...

applications Strong adherence to ITIL processes and IT Service Management practices, including platforms such as ServiceNow Ability to manage competing priorities and work within SLA targets while collaborating in a fast-paced support environment Advanced troubleshooting capability with a strong track record of taking ownership, ensuring accountability, and delivering timely ...

rate on all incidents. Effective and accurate escalation of issues to appropriate IT teams in a timely manner to alleviate the risk of breaching SLA’s. Use our proactive monitoring tools to monitor the health of our IT estate and proactively log issues according to our internal processes. Level ...

user devices, resolving requests at first contact wherever possible. Logging, prioritising and managing incidents accurately within the Service Desk system, ensuring appropriate SLA assignment. Taking ownership of support tickets from initial contact through to resolution, keeping users updated throughout. Assessing the impact of incidents and escalating more complex issues ...

support experience. Location: Manchester (onsite full time) What you'll do Undertake incident and request tasks Possess 2nd line responsibility for resolving incidents to SLA Maintain a <2% incident per month target Be responsible for the completion of assigned works within allocated timeframes Undertake Project Tasks, supporting both internal ...

internal teams. Strong analytical, troubleshooting, and problem-solving abilities. Self-motivated with the ability to work independently and manage competing priorities. Experience working within SLA driven support environments. Strong organizational skills and attention to detail. Demonstrated ability to learn new technologies, systems, and processes quickly. Collaborative team player with ...

processes provide incident management, request fulfilment, and access management services as a first point of contact. Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary. Develop solutions and workarounds for incidents and problems where none exists. Work cross-functionally within the IT Department ...

incident bridge calls, investigations, and recovery activities* Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets* Provide matrix management across teams, processes, and third-party suppliers, proactively resolving conflict to maintain progress towards resolution* Take overall accountability for restoring service ...

research ideas and concepts in order to source suitable technical solutions or resolve problems ‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes On occasion provide on-site support for customers as and when required Delivering exceptional customer service and demonstrating the ability and desire to go ‘above ...

customer-focused approach with a passion for enhancing the end-user technology experience.* Resolve incidents and service requests in line with agreed policies, procedures, SLA/OLA commitments and best practice.Why Arcadis We can only achieve our goals when everyone is empowered to be their best. We believe everyone ...

ability to work independently and use your initiative when managing onsite issues. Good organisation and prioritisation skills, particularly when managing multiple incidents and SLA requirements. Adaptability and a willingness to learn new technologies and ways of working. A customer‐focused approach, with a commitment to delivering a positive end‐user ...

Role accountabilities: Part of the LSO team delivering day-to-day support in country, as directed by the LSO Manager. Deliver to agreed processes, SLA/OLAs and standards, adhering to best practice. Provide LSO support to Arcadis staff across assigned office locations. Participate in PC refresh, break/ ...

your own requests and contributing to the shared team queue to ensure issues are prioritized and progressed in line with ITIL best practices and SLA targets.• IT Knowledge Management: Document technical troubleshooting steps and processes to enrich our Knowledge Base, ensuring higher first contact resolution and empowering colleague self-service. ...

career paths, so the team can handle Tier 2 and Tier 3 work locally. Define, measure, and report on service levels and customer satisfaction (SLA attainment, first-contact resolution, backlog health, CSAT), and champion a service culture built on empathy, clear communication, and ownership. Act as the senior technical escalation ...

networks running smoothly from troubleshooting day-to-day issues to helping implement new solutions. What You'll Do Resolve Help Desk escalations within SLA targets Log, diagnose and fix support issues owning them through to resolution Keep customers and colleagues updated throughout each call Provide technical guidance and support ...

Service Desk Engineers across 1st, 2nd and 3rd Line Support. Own day-to-day Service Desk operations, ticket queues, escalations and resource management. Drive SLA compliance, KPIs, CSAT and overall service performance. Conduct 1:1s, performance reviews, coaching and manage underperformance. Produce service reports, analyse trends and implement improvements. Manage ...

detect before customer detects" culture within the shift team. Supplier & Partner Oversight Hold suppliers to account for response times, quality of engagement and SLA delivery during the shift. Escalate supplier performance issues into the daily governance cadence. Ensure supplier-led incidents are managed to Asda's standards. Change & Release Oversight ...

Executive Management team, and report trends in process maturity and tool adoption Understand the impact of incidents, problems and changes on SLA targets, maintaining accurate data and reporting for processes owned within ITSM, and providing timely reporting to management via KPI dashboards What You Will Have Please note, applicants must ...

infrastructure partners P roduce and maintain an Infrastructure and Application Architecture documentation pack D evelop processes and procedures for end user interaction, whilst ensuring SLA’s are being adhered to. Develop, implement and continually enhance Security, Disaster Recovery and IT Policies I mplement standards across the Group ...

scripts. What you’ll be doing Responsible for working in a 24x7 Cyber Security Operation Centre (SOC) environment. Responding to security events to SLA and following local operating procedures and play books. Communicating remediation advice to customers in a standardised, understandable and high quality manner. Handling and responding to reactive ...

scripts. What you’ll be doing Responsible for working in a 24x7 Cyber Security Operation Centre (SOC) environment. Responding to security events to SLA and following local operating procedures and play books. Communicating remediation advice to customers in a standardised, understandable and high quality manner. Handling and responding to reactive ...