3 of 3 Part-Time SLA Jobs in the North East

technical queries and service requests, escalating when needed Keep users updated and deliver outstanding customer service Log, manage, and resolve incidents in line with SLA agreements What we’re looking for: At least 1 year of experience in IT support or system administration Experience supporting Microsoft Windows 10/ More ❯

align services to operational and commercial objectives. Responsibilities Service Desk Operations Lead the Service Desk, ensuring tickets are triaged, prioritised, escalated, and resolved within SLA targets. Act as the single point of contact for service issues, ensuring high-quality communication with customers and internal teams. Maintain clear records of SLA … change templates, rollback plans, and emergency change procedures. Manage communications and training related to change implementations to minimise user disruption and support effective onboarding. SLA, Contract, and Terms and Conditions Management Maintain detailed knowledge of customer contracts, service level commitments, and the company’s standard Terms and Conditions. Monitor and … report on SLA adherence across service operations. Escalate and manage SLA or contractual risks promptly, working collaboratively to avoid breaches. Apply knowledge of T&Cs to ensure that service desk practices align with commercial and operational terms. Data analysis and provision of management information and reporting to Tracker’s leadership More ❯

on a 3-month contract. You’ll provide 2nd line technical support, ensuring all support incidents are logged, managed, and resolved in line with SLA agreements, while keeping customers informed throughout the process. Key Responsibilities Deliver 2nd line technical support to our clients. Log and track support calls/incidents … with accurate updates. Resolve incidents within SLA or escalate where appropriate. Communicate clearly with customers to keep them informed. Maintain standards aligned with ISO 9001 and ISO 27001. Essential Criteria Experience in a helpdesk environment Excellent customer service skills Understanding of working to SLAs Strong troubleshooting skills, particularly with: TCP More ❯