8 of 8 Permanent SLA Jobs in Northern Ireland

remotely and on customer premises. Day-to-day of the role: Manage and prioritise tickets logged in our IT Service Management System according to SLA agreements, risk, and time required for resolution. Maintain constant communication with customers, keeping them fully updated throughout the lifecycle of their ticket. Respond ...

line support remotely and on-site across customer environments Managing incidents, service requests and problem tickets through ITSM platforms Prioritising workloads effectively while maintaining SLA and KPI performance targets Supporting and administering Microsoft Azure infrastructure Troubleshooting and maintaining network infrastructure across multiple client environments Acting as an escalation point ...

switching, and routing Support Microsoft 365, Windows Server, Active Directory, DNS, and DHCP Deliver infrastructure and cloud projects, including migrations and upgrades Work within SLA and KPI targets while maintaining high levels of customer service Essential Skills & Experience Previous experience working within a Managed Service Provider (MSP) environment Strong Microsoft ...

while minimizing service impact. Lifecycle Tracking: Log, manage, and progress incidents and service requests through their full lifecycle, maintaining accurate updates and detailed documentation. SLA Adherence: Work within defined Service Level Agreements (SLAs) to ensure timely resolution and high first-time fix rates. Maintenance & Health Checks: Perform routine network health ...

articles, troubleshooting guides, and runbooks to improve resolution speed and consistency Track and report on key support metrics including response times, resolution rates, and SLA compliance Person Specification Essential knowledge & experience: 25 years of experience in a technical support, application support, or software helpdesk role Strong analytical and problem-solving ...

Support & Service Delivery Act as the first point of contact for client incidents and service requests Log, categorise, and prioritise tickets in line with SLA targets Resolve issues at first contact where possible Own and manage tickets throughout their lifecycle, providing regular updates Communicate clearly and professionally via email, phone … client-facing knowledge bases Create and update training materials, FAQs, and troubleshooting guides Deliver client training sessions and webinars Performance & Continuous Improvement Meet SLA targets for response and resolution times Maintain high customer satisfaction levels Stay up to date with new features, technologies, and industry trends Skills & Experience Technical Skills ...

escalation processes Ensure timely response and resolution of incidents and service requests Act as an escalation point for complex or high-priority issues SLA & KPI Management Own and report on service desk performance against SLAs and KPIs Monitor metrics such as: First Response Time Resolution Time (MTTR) First Contact Resolution … Ensure clear boundaries between project work and support activities Assist in identifying opportunities for project work from recurring support issues Key Performance Indicators (KPIs) SLA compliance across all clients Reduction in ticket backlog Improvement in response and resolution times Customer Satisfaction (CSAT/NPS) Team utilisation and productivity Reduction ...

balance major incident leadership with BAU service oversight. Excellent written and verbal communication with a customer-first mindset. Strong understanding of ITIL environments and SLA-driven service delivery. High attention to detail and ability to stay calm under pressure. Eligible for Security Clearance (SC minimum; NPPV3 preferred). … Doing Delivery & Customer Experience Act as the primary contact for customer issues, ensuring high-quality, timely communication. Oversee incident and request handling to ensure SLA adherence and clear, accurate updates. Coordinate with field teams and third parties to maintain seamless service delivery. Ensure incident records and customer updates meet professional ...