1 to 25 of 64 SLA Jobs in the North of England

Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the More ❯

Work closely with 1st Line team to provide guidance, ensure smooth hand-over, maintain knowledge base and drive continuous improvement. Participate in change management, patching rollouts, service improvements and SLA/quality assurance. Provide expert support for telephony and VoIP systems, business mobile networks, intercoms and associated connectivity. Perform root-cause analysis for recurring incidents and implement corrective/preventative More ❯

first point of contact reported via all mediums • Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement • Maintaining and updating incidents and requests in your own as well as the Service Desk ticket queues • Alerting Senior Analysts and Managers of reoccurring incidents and potential issues • Keeping More ❯

Desk Delivery Manager/Service Delivery Managers. Escalate potential problem issues with Problem and Incident Management. What we expect of you 3-5 years of experience in a similar SLA-driven support role. Proven experience delivering projects and complex changes. Proven capability in the following technologies (Certification is an advantage) Security Clearance (SC) or ability to obtain Experienced in ITIL More ❯

Desk Delivery Manager/Service Delivery Managers. Escalate potential problem issues with Problem and Incident Management. What we expect of you 3-5 years of experience in a similar SLA-driven support role. Proven experience delivering projects and complex changes. Proven capability in the following technologies (Certification is an advantage) Security Clearance (SC) or ability to obtain Experienced in ITIL More ❯

or urgent issues, representing the business professionally What you will bring Excellent communication and a genuine customer service mindset Experience in an IT support role with ticket ownership and SLA awareness Hands on administration of Microsoft 365, especially SharePoint, OneDrive and Outlook Confident troubleshooting on Windows and macOS Full UK driving licence and willingness to work on client sites regularly More ❯

workers. What you'll be doing Perform onsite deskside support for Virgin Money colleagues in the Newcastle Gosforth Location Take ownership of incident tickets, and deliver good outcomes within SLA targets Provisioning hardware for new starters and to replace faulty equipment Represent the team in meetings, drive forward ways to improve the office working environment Participate in project work Apply More ❯

team to deliver outstanding service while continuously improving processes and performance. Key Responsibilities Lead and develop a customer service team to exceed performance targets. Monitor ticket volumes and ensure SLA compliance. Handle escalations and complex client queries with professionalism. Collaborate across departments to ensure seamless service delivery. Use PSA and CRM tools to manage workloads and extract performance data. Drive More ❯

Microsoft 365, and Intune/Entra ID alignment within SD-WAN/SASE solutions. Network Monitoring & Management: Familiar with tools such as ThousandEyes, SolarWinds, PRTG, and Auvik to deliver SLA-backed managed services. SOC/NOC Integration & ITSM: Experience in SOC/NOC-integrated service delivery, using platforms like ServiceNow or Jira Service Management for incident and change processes. Backup More ❯

to customer specifications. Maintain clear communication with Call Administration, Service Delivery Managers, and customer sites. Manage part movements (RMA generation and returns) efficiently. Meet or exceed defined KPIs and SLA targets. Ensure compliance with site-specific Fire, Security, and Health & Safety regulations. Accurately log all incidents and resolutions using the appropriate ITSM tools. Stay up to date with new technologies More ❯

to customer specifications. Maintain clear communication with Call Administration, Service Delivery Managers, and customer sites. Manage part movements (RMA generation and returns) efficiently. Meet or exceed defined KPIs and SLA targets. Ensure compliance with site-specific Fire, Security, and Health & Safety regulations. Accurately log all incidents and resolutions using the appropriate ITSM tools. Stay up to date with new technologies More ❯

have some of the following skills: Previous experience within a Service Desk environment , where you’ve been responsible for logging and closing tickets, with an understanding of KPI’s, SLA’s , strong communication skills, strong customer service skills and preferably some Microsoft Office 365 knowledge would be a huge advantage. Successful Service Desk Analyst/1st line IT Support (Cloud More ❯

us as a Service Desk Manager and ensure round-the-clock coverage across all support channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support. Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement. About us We More ❯

resolve technical issues, escalating to resolver teams when required. Provide guidance on solutions, workarounds, and security best practice. Own problem records where appropriate, driving resolution and continuous improvement. Meet SLA expectations for request fulfilment and incident resolution. Maintain and update service desk tools, operating systems, and key applications. Support essential IT asset administration and purchasing activities. Requirements: Experience in a More ❯

resolve technical issues, escalating to resolver teams when required. Provide guidance on solutions, workarounds, and security best practice. Own problem records where appropriate, driving resolution and continuous improvement. Meet SLA expectations for request fulfilment and incident resolution. Maintain and update service desk tools, operating systems, and key applications. Support essential IT asset administration and purchasing activities. Requirements: Experience in a More ❯

To lead and manage the Helpdesk team of two in delivering exceptional customer service to internal and external clients. The Team Leader will oversee day-to-day operations, ensure SLA compliance, support field engineers, and act as the key escalation point for complex queries. This role is instrumental in maintaining high standards, mentoring staff, and fostering a culture of continuous More ❯

via telephone, e-mail and remote-control software Provide excellent service to clients and set expectations based on agreed processes To manage all service requests in accordance with agreed SLA’s To ‘own’ end user issues through to resolution or escalation Keep Service Desk software updated with case developments at all times Requirements Ability to carry out network/PC More ❯

of ITIL practices, with the ability to implement and govern Incident, Request, Problem, and Change Management processes. Demonstrated leadership of internal and outsourced teams, driving measurable service improvements and SLA performance. Excellent stakeholder and supplier management skills, with experience managing multiple MSPs or service partners. Analytical and data-driven, with the ability to interpret performance metrics and translate insight into More ❯

training, and threat updates Maintain a security risk management framework using IMP and audit data Issue regular and remedial security threat bulletins Collaborate with the SSA team to meet SLA targets for fraud investigations What’s in it for you? A generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development 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 ❯

management, or technical delivery within a B2B software or infrastructure environment• Proven ability to manage enterprise or critical accounts with responsibility for retention and value realisation• Solid understanding of SLA frameworks, incident management, and service models• Excellent communication and stakeholder management skills, including the confidence to present to senior leaders• Ability to coordinate cross-functional teams and manage priorities effectively More ❯

3rd party IT Company's both off and on site Configure applications and hardware on new and existing IT related devices Provide support to VIP users, with a tight SLA if applicable Ensure Timely and responsive communications both to internal and external stakeholders as required. Skills and experience: Competent in Technical ability in hardware breakfix, software & operating systems to support More ❯

for a proven Service Desk Manager who has experience in pushing through change, by identifying problems and coming up with solutions that improve the Service Desk function. Experience managing SLA's and monitoring KPI's is also essential & you will join an already established service desk team which offers hybrid working, so 3 days in the office, 2 days working More ❯

you apply your advanced security operations expertise to lead a team of SOC Analysts while performing advanced investigations and, when required, first-line triage to maintain queue health and SLA compliance. You are responsible for high-quality service delivery through detailed analysis, evidence-led response actions, and operational leadership. In addition to handling escalated alerts, you provide line management, oversee More ❯

move. Responsibilities Taking end-to-end ownership of our Service Desk operations, ensuring fast, reliable, and high-quality support for users. Managing and optimising ticket workflows to meet strict SLA targets. Identifying and resolving bottlenecks to keep things running smoothly. Jumping in on complex or urgent issues when needed - you're not afraid to get hands-on. Continuously improving support More ❯