3 of 3 Remote/Hybrid SLA Jobs in Northern Ireland

line support remotely and on-site across customer environments Managing incidents, service requests and problem tickets through ITSM platforms Prioritising workloads effectively while maintaining SLA and KPI performance targets Supporting and administering Microsoft Azure infrastructure Troubleshooting and maintaining network infrastructure across multiple client environments Acting as an escalation point ...

articles, troubleshooting guides, and runbooks to improve resolution speed and consistency Track and report on key support metrics including response times, resolution rates, and SLA compliance Person Specification Essential knowledge & experience: 25 years of experience in a technical support, application support, or software helpdesk role Strong analytical and problem-solving ...

Support & Service Delivery Act as the first point of contact for client incidents and service requests Log, categorise, and prioritise tickets in line with SLA targets Resolve issues at first contact where possible Own and manage tickets throughout their lifecycle, providing regular updates Communicate clearly and professionally via email, phone … client-facing knowledge bases Create and update training materials, FAQs, and troubleshooting guides Deliver client training sessions and webinars Performance & Continuous Improvement Meet SLA targets for response and resolution times Maintain high customer satisfaction levels Stay up to date with new features, technologies, and industry trends Skills & Experience Technical Skills ...