1 of 1 Apprenticeship SLA Jobs in Cheltenham

service desk mailbox and unassigned queue when assigned the task to ensure that emails and requests are actioned and responded to in a timely manner and adhere to any SLA’s set Call/chat handling for all inbound customer contact to support new and existing ticket requests Assist in creating new or updating existing documentation Log all tickets and … ensuring that they are monitored, tracked and updated accurately and concisely throughout their lifecycle Carry out initial support and classification of tickets and service requests to determine the correct SLA/urgency Ensure that all telephone, chat and email requests are logged within the ticket management tool Complete investigation and diagnosis via the remote management tools available or via communication … user Resolve tickets by implementing permanent fixes or work around to known errors Resolve service requests by following standard work instructions/processes Invoke appropriate technical escalation to ensure SLA is achieved Provide a single point of contact to the user for tickets, ensuring regular status updates are communicated to the customer Identify and report any potential service breach to More ❯