service components management, with a focus on security (Microsoft Defender). Software packaging: creation and maintenance of application packages All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business. Role Purpose: The suitable candidate for this role will play an important part in delivering … compliance and configuration policies. Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact. Update the customer and the ITSM ticket throughout the lifecycle of it. Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors … relevant customer and Getronics policies and procedures. Discuss any assigned tickets for which you need assistance with senior colleagues or management. When a ticket is in risk of breaching SLA, escalate to management. Secondary responsibilities Execute recurring operational activities according to prescribed schedules and procedures Manage and support customer M365 environments aspects related to Microsoft Defender. Manage and support customer More ❯
respond to issues relating to our application Excellent written and oral communication skills are essential Solid experience in logging and triaging support tickets Strong problem-solving skills Understanding of SLA tracking Experience in using and updating service desk software The successful candidate must be based in and able to travel regularly to either our Glasgow Office - G1 1RE, or our More ❯
F&O or Dynamics AX. The role can be completed on a primarily remote basis. Key Skills & Experience: Experience of working in a busy environment, to targets, to SLA’s and within timescales D365 F&O experience – finance module knowledge Previous Service Management experience (ITIL preferable) Excellent customer service skills and exceptional telephone manner You will need to be a More ❯
take personal action to act with a sense of urgency to minimise business impact with clear stakeholder communication throughout Responsible for ensuring any loss of service is restored within SLA following an infrastructure incident and completion of a comprehensive fault investigation to prevent reoccurrence; Manage deployment of prevention of reoccurrence mitigations across the estate. Ability to make decisions even when More ❯
Glasgow, Scotland, United Kingdom Hybrid / WFH Options
The Green Recruitment Company
and scheduling installations, to maintaining their products and services upon conclusion of setup and installation. The role ensures the delivery of exceptional customer service, consistently meeting and exceeding agreed SLA’s in respect of customer contact and query resolution by working in collaboration with the team to maintain regular communication with the customer and manage expectations. Customer Answering calls to … customer interactions, committing to the Company’s direction of customer excellence. Supplier Assist in collaborating with suppliers/providers on faults and service interruptions while ensuring supplier/provider SLA’s are met, as well as ensuring the customer is informed at all stages in line with our own SLA’s; Liaise with suppliers on customer porting and service transition … to ensure the business meet their obligations under agreed SLA’s while ensuring that suppliers meet their own SLA obligations to the business and where issues arise, escalating to the Client Services Manager; Develop and maintain sustainable working relationships with key personnel within suppliers the business work with to facilitate a positive working relationship and the prompt & timely resolution of More ❯
off (08:00 - 18:30 and 09:30 - 20:00) Fully Office. ________________________________________ Purpose of Role You'll organise and prioritise the engineers workload to help the Service Desk achieve SLA and KPI goals. Provide basic engineering assistance, source equipment and spares, and support continuous service improvement. ________________________________________ What We're Looking For * Previous experience: at least 2 years helpdesk experience * Great … and follows tasks through * Innovative thinker: Suggests improvements and helps implement change * Qualifications/Experience: Previous coordination or desk support role, ideally in engineering, facilities, or maintenance; awareness of SLA/KPI delivery Key Responsibilities * Coordinate team workload; allocate resources to meet customer deadlines * Support customer KPIs and SLA targets * Handle customer queries and complaints professionally * Balance engineer and customer More ❯
