3 of 3 Remote/Hybrid SLA Jobs in the West Midlands

first point of contact on the Service Desk. New Starters and Leavers administration from the technical perspective Working to and within already agreed SLA’s and KPI’s Providing Application Support when needed Providing high levels of 1st call fix where possible Reporting faults and maintaining logs on desktop ...

Role Summary Acting as the first point of contact to both internal and external customers. Managing incoming telephone calls/queries to client SLA standards. Managing outgoing telephone calls/queries. Managing customer e-mails to company quality standards. Logging incoming calls and emails into incident ticketing tool. Provide initial ...

acceptance criteria, providing clear estimates for delivery Decide implementation details and minor refactors; escalating scope shifts, architectural changes, and timeline risks Measure success by SLA adherence, release quality (defect escape rate), security posture, delivery predictability, and tech-debt reduction Engage in weekly check-ins, maintain a rolling two-week delivery ...