76 to 100 of 238 Permanent SLA Jobs

connected and receiving/transmitting good audio/video. Daily room checks and preventative maintenance tasks. Complete service desk workload in accordance with Technology SLA’S and procedures, escalating any outside your skill set. Assist in day-to-day Audio-Visual tasks. Ensure daily tasks carried out effectively and responsibly ...

benefits) Travel: One week per month in Oslo, plus occasional travel to Sofia Key Skills: B2B SaaS, Customer Support Leadership, Zendesk, ITIL Service Management, SLA & KPI Management The Opportunity We are recruiting a Head of Customer Support for a growing international B2B SaaS organisation that provides digital technology solutions ...

meet customer requirements and service level agreements (SLAs). Log and manage reactive service calls accurately. Monitor engineer attendance and progress to ensure SLA compliance. Escalate customer complaints and service issues where necessary. Produce daily escalation reports highlighting outstanding issues and actions required. Coordinate engineer workloads throughout ...

user experience. Collaborate with functional and technical teams to resolve complex issues, escalating where necessary with sufficient detail and impact assessment. Adhere to defined SLA/KPI targets, ensuring response and resolution times are consistently achieved or exceeded. Perform root cause analysis on recurring incidents, contributing to problem management ...

user experience. Collaborate with functional and technical teams to resolve complex issues, escalating where necessary with sufficient detail and impact assessment. Adhere to defined SLA/KPI targets, ensuring response and resolution times are consistently achieved or exceeded. Perform root cause analysis on recurring incidents, contributing to problem management ...

Incident Management (Advanced Comms): Diagnose and resolve escalated telecoms and connectivity incidents in line with ITIL best practice. Service Level Management: Manage tickets within SLA, ensuring accurate updates, detailed diagnostics, and clear resolution notes. Ownership & Escalation Control: Take full ownership of escalated incidents and avoid unnecessary re-escalation. Technical Troubleshooting ...

global teams while maintaining a high degree of communication between multiple stakeholders. Ensure adherence to standard operating procedures. Anticipate and resolve roadblocks that impact SLA's within the security assessment lifecycle. Assist with providing ad-hoc reports and understanding of how to present management information to senior stakeholders. Analysis ...

platform secure. Participate in a 24/7, on-call rotation for incident response escalation within response and on-site Service Level Agreements (SLA). Provide technical implementation support in customer environments, including guidance on implementation, and feasibility of cross-product integrations. Must be a British citizen to meet compliance ...

well as possess the ability to liaise with stakeholders at all levels of seniority, including the customer. Adherence to resolving issues and problems within SLA levels and ensuring KPIs are met is also required. 3rd Line Network Engineers will; Have a thorough and demonstrable understanding of Cisco Enterprise LAN environments ...

expense tracking. Act as the escalation point for account invoice reviews, TOIL validation, and client asset management. Provide strategic, visual, client-ready reporting on SLA/KPI adherence, social value commitments, and commercial performance to stakeholders up to the C-Suite level. Manage team capacity, work plans, and schedules across ...

operations and client expectations, translating technical engineering data into clear, actionable executive updates. Performance Governance: Lead formal monthly and quarterly progress reviews, presenting transparent SLA/KPI reporting, compliance metrics, and asset performance insights. Technical Leadership & Operational Excellence Technical Authority: Serve as the final on-site escalation point across complex ...

operations and client expectations, translating technical engineering data into clear, actionable executive updates. Performance Governance: Lead formal monthly and quarterly progress reviews, presenting transparent SLA/KPI reporting, compliance metrics, and asset performance insights. Technical Leadership & Operational Excellence Technical Authority: Serve as the final on-site escalation point across complex ...

remote support tools. Day to day, you will diagnose and resolve user issues, keep accurate records within the service desk system, and ensure SLA targets are consistently met. You will also maintain knowledge base articles and customer configuration records to support continuous improvement, escalating more complex technical issues to second ...

technologies, telephony systems, and network topologies. Excellent troubleshooting, fault-finding, and problem-solving skills. Strong communication and customer service abilities. Experience working within SLA-driven environments. Excellent organisational, documentation, and time management skills. Ability to build positive relationships with customers and internal stakeholders. A proactive approach to learning new technologies ...

support staff. 2nd/3rd line support. You will be required to prepare and present a monthly service review report including reporting on any SLA failures. Enforcing and monitoring in line with school policies. Training of internal staff. Our ideal candidate will have: A strong passion for IT, with ...

hosted SaaS and voice platforms. Proactively monitor platform health, alerts, and service dashboards to identify, assess, and prioritise incidents based on business impact and SLA commitments. Manage tickets end-to-end using Jira Service Management, ensuring accurate categorisation, clear documentation, timely escalation, and structured lifecycle control. Apply strong analytical thinking ...

support staff. 2nd/3rd line support. You will be required to prepare and present a monthly service review report including reporting on any SLA failures. Enforcing and monitoring in line with school policies. Training of internal staff. Our ideal candidate will have: A strong passion for IT, with ...

categories like ITSM, ESM, service desk, ticketing platforms, knowledge management, and workflow automation Preferred Qualifications Familiarity with service management methodologies (ITIL, service catalog design, SLA frameworks, incident/request workflows) Background selling displacement deals or helping customers migrate from legacy enterprise software Understanding of AI-powered automation, self-service workflows ...

government best practice. Oversee ticket queue management across the AMS team, ensuring workload is prioritised effectively and resources are aligned to demand. Enforce SLA/KPI frameworks, proactively monitoring performance against response and resolution targets, and driving continuous improvement where breaches occur. Stakeholder Engagement & Consultancy Act as a senior trusted ...

days off. Key Responsibilities: • Monitor network, server and application performance • Respond to system alerts, incidents and outages • Create and manage incident tickets while meeting SLA targets • Assist with root cause analysis and continuous service improvement • Support maintenance activities and planned infrastructure changes • Produce technical documentation and operational procedures Skills ...

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/ ...

client to fulfil capacity efficiently. Schedule out planned and reactive works when required using all tools available to ensure we achieve our contractual SLA s and KPI s measures. Customer Service: Attend meetings with the team and client, in person and online. Provide information to our clients. Address customer enquiries ...

Drive workforce planning in partnership with Finance, aligning labor capacity models to demand forecasts managing flex strategies (overtime, cross‐training, temporary labor) to maintain SLA compliance during volume fluctuations. Define and execute a multi‐year operational strategy for Data Services at the site, anticipating shifts in program volume, automation adoption ...

create rotation plans where appropriate. Support the team with travel and accommodation booking as required. Provide timely and visual client-ready reporting on SLA/KPI adherence, social value commitments, financial performance, commercials and delivery status at the agreed frequency level to a range of stakeholders across the business ...

captured in line with Service Desk standards. Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such ...