10 of 10 Remote/Hybrid SLA Jobs in the West Midlands

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

operation of our 1st, 2nd and Escalation Support teams. • Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling. • Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency. • Reduce unnecessary escalations through improved workflows, coaching and service standards. Customer Service & Operational Excellence • Lead major incidents, customer escalations ...

diverse customer base. Take ownership of incidents and service requests, prioritising and managing your own workload to ensure issues are resolved within agreed SLA timescales. Investigate and resolve technical issues, escalating to specialist teams or suppliers where appropriate. Support the installation, configuration, maintenance and upgrade of desktop hardware, software ...

technical meetings and provide expert guidance to both technical and non-technical stakeholders. · Support service delivery by maintaining high levels of customer satisfaction and SLA performance. · Undertake occasional onsite visits where required. Continuous Improvement · Identify recurring issues and implement long-term solutions. · Drive improvements through automation, AI and process optimisation. ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

line support in resolving the 60000 incidents logged annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance ...

tasks for patch management teams across EUC, Data Center, Networks, and Application Infra; define acceptance criteria for closure. Define, publish, and enforce the VM SLA policy; escalate breaches to asset owners and management. Lead the vulnerability exception and risk acceptance process: assess compensating controls, document residual risk, and obtain formal ...

guidance to report writers. Provide technical assistance to the Information Department to help ensure that the data warehouses and processes fully support Contracting/SLA reporting requirements including Payment by Results (PbR) and SUS data submissions. Ensure that the data warehouses are structured to support efficient data aggregation and analysis ...

Sites 8000+ users Management of External IT suppliers The key responsibilities of this post include: Provide 2nd line support to all end users within SLA timescales Support and maintenance of all desktop, mobile and end user devices Support and maintenance of desktop software and applications Keeping accurate … line technical support by means of telephone and remote support Organise and prioritise own workload to maximise resolution of support requests within SLA timescales and achieve targets set To liaise with suppliers and internal and external support agencies Evaluate and test software and hardware solutions prior to deployment Carry ...

Sites 8000+ users Management of External IT suppliers The key responsibilities of this post include: Provide 2nd line support to all end users within SLA timescales Support and maintenance of all desktop, mobile and end user devices Support and maintenance of desktop software and applications Keeping accurate … line technical support by means of telephone and remote support Organise and prioritise own workload to maximise resolution of support requests within SLA timescales and achieve targets set To liaise with suppliers and internal and external support agencies Evaluate and test software and hardware solutions prior to deployment Carry ...