1 to 25 of 53 SLA Jobs in the North of England

Operating Systems, A+ Certification, Network+ and MS Office 365 applications desirable. Experience in a hands-on application support role beneficial, providing services to agreed SLA's and OLA's Experienced in managing multiple issues, stakeholders and priorities a must Knowledge of supporting & administering: Cloud based (Azure) and on-prem Microsoft ...

with at least one year of hands-on IT support experience within a professional services setting. You will be confident working in a structured, SLA-driven environment and comfortable balancing competing priorities. Key attributes and experience include: Strong customer service skills across phone, face-to-face and digital channels ...

broad technology estate Taking a hands-on approach to troubleshooting hardware, applications and system issues Managing escalated Problems and Known Errors within agreed SLA and KPI timeframes Designing and implementing automation measures where appropriate Supporting and mentoring other IT team members Supporting core technologies including Windows, Azure Virtual Desktop ...

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 ...

invests heavily in technology, automation and service excellence. As our Lead Problem Manager, you will: Own and lead Problem Management & Known Error activities within SLA and KPI timeframes. Act as a 2nd/3rd-line escalation point for technical service issues whilst adhering to change and configuration management processes. Troubleshoot ...

intermediate escalation point and technical mentor for other members of the analyst team. Operate and manage security incidents and requests to SLA guidelines. Review, action, and escalate, any unusual event behaviour identified. Assist with development and maintenance of the Firm-wide security infrastructure configuration, policies and procedures, identifying improvements ...

relates to system configuration, mapping and processes Infrastructure life cycle management and capacity planning Liaise with third party suppliers to ensure resolution to agreed SLA's and standards Following a period of training and assessment, form part of the 24x7 duty rota (1 in every 4/5 weeks) Work ...

e.g. ServiceNow, Remedy, or Autotask in a service and project capacity. Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management. Experience working within PRINCE2 projects, as a team resource. Ability to demonstrate strong dispute resolution skills ...

Email systems and ERP systems Complete daily checklist to identify any issues early. Any issues discovered need to be resolved as per SLA’s. To install and configure operating systems and other software to agreed standards. Assist in the compilation and maintenance of an accurate inventory of hardware and software. ...

professional manner. Create, update and maintain installation, implementation, maintenance and configuration documentation as needed. Support the wider business by ensuring system performance, uptime, customer SLA's and internal metrics are met. Abide by and comply with company compliance standards, policies, guidelines and or procedures. Support multiple environments; on-prem office ...

being onsite 4 days per week . The Role Provide 1st line support across incidents and service requests Log, manage, and resolve tickets within SLA/OLA targets Priorities and escalate issues where required Manage user administration (accounts, access, permissions) Support Windows 10, Office 365, Exchange, and mobile devices Work ...

surveys Strong customer retention and long-term account growth Identification and delivery of upsell and revenue-enhancing opportunities Profitable, cost-effective service delivery Consistent SLA performance alongside visible service maturity and evolution Experience & Qualifications ITIL v4 Foundation essential, additional ITIL certifications advantageous Minimum 2 years’ experience in a customer-facing ...

ITIL best practice. Planning and managing resource requirements to support projects and programmes of work. Ensuring effective incident management and supplier liaison to meet SLA commitments. Working with senior leaders and business sponsors to understand requirements and optimise system performance. Producing clear, insightful reports and recommendations for key stakeholders. Scanning ...

responsibilities will include: Leading, coaching, and supporting the NOC Operator team, helping them deliver a consistently high-quality customer experience. Overseeing daily workflows, ensuring SLA targets are met and shift handovers run smoothly. Supporting training and development activities to ensure the team is confident in systems, processes, and best practice. ...

support or helpdesk role with hands-on experience using a ticketing system to log, update, and manage support requests in line with SLA requirements. Understanding of Microsoft environments, including: Microsoft Server Operating Systems, Windows 11, and Microsoft 365. Technically minded with strong troubleshooting and problem-solving skills. Excellent communication skills ...

internal users and the branch network. Key Responsibilities: Lead and manage the Service Desk team, ensuring first-class customer service and achievement of SLA targets. Plan and provide deskside support for Head Office and branch users. Serve as the first point of contact for technical assistance via phone or email. ...

required based on client's needs. Escalate any complaints which cannot be resolved at 1st touch to the customer care team. Always ensure Service Level Agreement adherence. Meet and exceed Key Performance Indicators. Arrange and sit Microsoft Teams meetings alongside clients with support queries. Required skills and experience In-depth ...

support via a range of communication channels Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently Maintain high levels of end user satisfaction, as measured through feedback and survey results Duties ...

processes. Key Responsibilities Own and manage IT services across their full lifecycle Lead ITSM processes including Incident, Problem, Change and Service Request Management Ensure SLA and KPI targets are defined, monitored and achieved Chair CAB meetings and oversee change governance Drive service improvement initiatives and CSI plans ...

diagnosing and resolving technical issues Triaging and escalating complex issues to the 3rd Line team Managing their own workload in accordance with the businesses SLA’s & KPI’s Installing, configuring and maintaining desktop and laptop hardware and software Reviewing, amending and where needed creating technical and employee facing knowledge base ...

maximise performance for end users. Ensures that effective Incident and problem management processes are followed and are actively manages calls in accordance with SLA's, utilising escalation processes both internal and external when required. Follows the change control process for all changes to the Network, Telecommunications and Network Security estate ...

Ware Server Infrastructure. Ensure all Server Hardware and Software issues are efficiently managed through to resolution. Prioritise and Escalate faults accordingly and ensure that SLA's and KPI's are adhered to. Provide L2/L3 Support and technical guideance to the UK IT support team. The company also ...

across Windows, Office 365, Azure, networks, and cloud platforms Assist with project work such as migrations, deployments, and upgrades Maintain detailed documentation and ensure SLA targets are met Deliver excellent service with a proactive and consultative approach Requirements: Previous MSP experience is essential, with strong problem-solving skills ...

services to multiple customers. Key responsibilities include: Leading, coaching, and supporting a team of Tier 2 NOC engineers Overseeing daily NOC workflows and ensuring SLA performance Supporting incident management and technical escalations Monitoring network environments and assisting with troubleshooting when required Ensuring effective shift handovers and operational continuity Producing operational ...

team to deliver a first-class support service that meets the needs of our colleagues. Manage team workload effectively, prioritising support requests to achieve SLA targets. Plan and oversee deskside support across the Head Office and branch network, ensuring efficient service delivery. Act as the first point of contact ...