1 to 25 of 39 SLA Jobs in the East Midlands

reporting, and build long-term relationships by understanding client goals, challenges, and success metrics. Confidently handle conversations up to C-level. Drive data-driven reporting : Monitor and report on SLA metrics, create service reports, and support licensing, capacity, and availability planning. Transparency is key. Champion process improvement : Identify root causes, streamline workflows, and introduce innovations that enhance client outcomes. Collaborate More ❯

access products (an advantage), User Endpoint Manager (Ivanti), Sophos, AV products Mobile Device Support – iOS (iPhone/iPad) and Android, email services. Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded. Ability to work as a team with colleagues, building relationships, and discuss resolutions for issues More ❯

access products (an advantage), User Endpoint Manager (Ivanti), Sophos, AV products Mobile Device Support – iOS (iPhone/iPad) and Android, email services. Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded. Ability to work as a team with colleagues, building relationships, and discuss resolutions for issues More ❯

incoming telephone queries and using remote support tools. Proven ability to record detailed information accurately, prompting for additional information as required. Demonstrable ability to prioritise work to meet service level agreement targets. Previous use of ICT systems and tools to provide support including resolving incidents, reimaging devices and installing software. It is a requirement to hold a Full driving license More ❯

incoming telephone queries and using remote support tools. Proven ability to record detailed information accurately, prompting for additional information as required. Demonstrable ability to prioritise work to meet service level agreement targets. Previous use of ICT systems and tools to provide support including resolving incidents, reimaging devices and installing software. It is a requirement to hold a Full driving license More ❯

management Networking concepts (TCP/IP, DNS, DHCP), Routers, Firewalls Windows Server Administration Advantageous Experience Managed Service Provider (MSP) background ITIL v3/v4 Foundation Certification or ITIL experience SLA-focused service delivery High-volume call management ISO27001 security framework knowledge VOIP (PBX, SIP), Teams Phone Microsoft Terminal Services/RDS administration Professional Requirements Excellent written and spoken English Outstanding More ❯

customer expectations. This requires expertise in IT and Communication systems, as well as excellent customer service and communication skills. Job Duties Attend Incidents in a timely manner, to meet SLA's and restore customer equipment to a satisfactory working condition. Perform all types of scheduled maintenance activities for your assigned area including, but not limited to; system inspections, preventive maintenance More ❯

customer expectations. This requires expertise in IT and Communication systems, as well as excellent customer service and communication skills. Job Duties Attend Incidents in a timely manner, to meet SLA's and restore customer equipment to a satisfactory working condition. Perform all types of scheduled maintenance activities for your assigned area including, but not limited to; system inspections, preventive maintenance More ❯

with a cyber-first approach, including: Remote Management and Monitoring (RMM) EDR/MDR solutions Microsoft 365 management (Exchange, OneDrive, SharePoint, Teams) Patch and asset management Backup and recovery SLA-driven, ticket-based support (Halo or similar) The Role As an IT Support Engineer , you’ll provide remote support to customers across the UK, resolving issues across endpoints, users, and More ❯

with a cyber-first approach, including: Remote Management and Monitoring (RMM) EDR/MDR solutions Microsoft 365 management (Exchange, OneDrive, SharePoint, Teams) Patch and asset management Backup and recovery SLA-driven, ticket-based support (Halo or similar) The Role As an IT Support Engineer , you’ll provide remote support to customers across the UK, resolving issues across endpoints, users, and More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

and resolving requests in order to minimise business impact, whilst providing excellent Customer Service Principal accountabilities: Respond to incidents and service requests related to IT Services in line with SLA’s. Log all incoming incidents and service requests according to ITIL processes and local procedures. Ensure that incoming incidents and service requests are correctly categorised and all relevant information is More ❯

customer-facing situations. Strong analytical mindset with attention to detail and problem-solving ability. Success looks like Accurate, timely issue resolution with low re-open and rejection rates. Consistent SLA performance and strong customer satisfaction scores. Proactive contribution to process improvements and knowledge sharing. Why join us Be part of a collaborative, forward-thinking team where your ideas are heard. More ❯

customer-facing situations. Strong analytical mindset with attention to detail and problem-solving ability. Success looks like Accurate, timely issue resolution with low re-open and rejection rates. Consistent SLA performance and strong customer satisfaction scores. Proactive contribution to process improvements and knowledge sharing. Why join us Be part of a collaborative, forward-thinking team where your ideas are heard. More ❯

requests and supporting compliance, youll play a key role in keeping our customers environments running smoothly. What youll do Manage and resolve network incidents and service calls to meet SLA targets Increase First Time Fix rates and reduce escalations Monitor call queues and follow up with specialist teams Support technical escalations and assist team members Ensure accurate documentation and incident More ❯

on application security, licensing, upgrades, backups, and disaster recovery. Ensure support requests are handled efficiently and in line with service standards. Manage relationships with third-party suppliers to ensure SLA compliance. Skills & Experience Experience supporting Oracle E-business Suite financials Proven experience in 2nd and 3rd line Applications Support Team leadership experience ITIL Foundation qualification (or equivalent) preferred Strong communication More ❯

on application security, licensing, upgrades, backups, and disaster recovery. Ensure support requests are handled efficiently and in line with service standards. Manage relationships with third-party suppliers to ensure SLA compliance. Skills & Experience Experience supporting Oracle E-business Suite financials Proven experience in 2nd and 3rd line Applications Support Team leadership experience ITIL Foundation qualification (or equivalent) preferred Strong communication More ❯

s IT infrastructure to ensure systems, networks, and services are reliable and secure. This includes leading a team of IT professionals, providing IT support in accordance with our service level agreement, monitoring system performance, troubleshooting issues, managing budgets, and implementing new technologies. Duties and Responsibilities Support the IT Director with the implementation of the firms IT and AI & Innovation Strategies More ❯

s IT infrastructure to ensure systems, networks, and services are reliable and secure. This includes leading a team of IT professionals, providing IT support in accordance with their service level agreement, monitoring system performance, troubleshooting issues, managing budgets, and implementing new technologies. Duties and Responsibilities Support the IT Director with the implementation of the firms IT and AI & Innovation Strategies More ❯

will be doing Undertake day to day operational work (including server/desktop/laptop/patching/LAN/printer/software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are More ❯

troubleshooting Good communication skill Good Knowledge of DHCP, DNS. Maintain IT inventory, coordinate vendor support, and assist with procurement Support Mac devices Strictly adhere to defined Service Level Agreements (SLA’s) Support recurring meetings, events, and after-hours activities as required Documenting incidents, problems, and resolutions for future reference and for the knowledge base Profiles focused primarily on service desk More ❯

troubleshooting Good communication skill Good Knowledge of DHCP, DNS. Maintain IT inventory, coordinate vendor support, and assist with procurement Support Mac devices Strictly adhere to defined Service Level Agreements (SLA’s) Support recurring meetings, events, and after-hours activities as required Documenting incidents, problems, and resolutions for future reference and for the knowledge base Profiles focused primarily on service desk More ❯

What will you be doing? Develop and execute technical support strategy aligned with business goals. Lead, mentor, and grow a multi-regional support team. Oversee ticket management, escalations, and SLA compliance. Implement and optimize support tools and workflows. Champion a customer-first culture and enhance self-service resources. What do we need from you? Experience in technical support or customer More ❯