26 to 50 of 136 Remote SLA Jobs

resolve shopfloor IT/OT incidents (ServiceNow preferred) Act as the first point of contact for functional and technical issues Coordinate triage and resolution across multiple technical teams Maintain SLA targets and ensure high-quality service delivery Collaborate with SMEs and cross-functional stakeholders Communicate with vendors, OEMs, and business users Support endpoint devices (barcode printers/scanners, MRTs, smart More ❯

formed Service Assurance each supported by a dedicated Service Coordinator. You’ll manage a high-volume ticket queue through ConnectWise, ensuring all teams and individuals consistently exceed the exceptional SLA standards our clients expect. As a team coach and leader, you’ll guide your team through complex issues, encouraging creative thinking and problem-solving from multiple perspectives. You will mentor More ❯

Public Protection domain. Key responsibilities Supporting Idox products used by Local Government with a focus on the Uniform product suite Responding to all customer support incidents within the agreed SLA timescales Taking ownership of all assigned incidents and progressing these through to resolution, ensuring the customer is kept informed of incident progress Fully investigating the query and undertaking fault replication More ❯

incidents, ensuring clear communication, timely resolution, and continuous improvement across their processes. Key Responsibilities: Handle customer incident escalations and provide timely updates Monitor VIP and sensitive tickets to prevent SLA breaches Document incident reports and contribute to process improvements Conduct quality checks and support team training Assist in integrating new customers and identifying problem tickets What We're Looking For More ❯

organizational skills and attention to detail Ability to manage multiple tasks and priorities under pressure A proactive approach to problem-solving and process improvement Familiarity with supplier management or SLA monitoring is an advantage Proficiency with Microsoft Office Suite (Excel, Outlook, etc. More ❯

Do: Support customers by providing technical and functional expertise over the phone, via chat and ticket management Manage customer inquiries within required time frames, in accordance with our support SLA's Troubleshoot and resolve complex customer issues by utilizing knowledge of our technology stack, prior experience and by self-guided research of issues, with minimal assistance from other resolver groups More ❯

manages all client CRM data Responsible for internal central email inbox distribution for client requirements Participate in new sales bids when required Drive customer service excellence, best practices, and SLA adherence, working closely with the Sales, Implementation and Operations teams About you A real people person with the ability to build rapport and strong working relationships, both internally and externally More ❯

to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting More ❯

to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting More ❯

staff, and third-party service providers Oversee daily service desk operations, including ticket triage, resolution workflows, and escalations Drive service quality through the continuous improvement of standards, processes, and SLA adherence Build and maintain strong customer relationships, serving as an escalation point and trusted advisor Produce and present performance reports and insights to senior management Identify out-of-scope work More ❯

to Batch Management and Event Monitoring. The Responsibilities Batch Monitoring and Management. Event/Alert Monitoring and Management. Incident Management - respond to service calls and resolve incidents to ensure SLA targets are achieved. Patch Management. Increase the First Time Fix rate. Adhere to escalation procedures. Assist with technical escalations for other team members. Monitor call queue and follow up with More ❯

resolution across a range of audio-visual systems . Providing remote technical support via email, phone, video conferencing, and remote access tools . Ensuring compliance with service level agreements (SLA) for response times and issue resolution. Staying up to date with AV technologies , including Crestron, Q-SYS, Logitech, Shure, Poly, Microsoft Teams, Zoom, and Dante Controller . Performing preventative maintenance More ❯

of IT services across the business Lead, mentor, and develop the IT team to deliver outstanding service Manage key vendor and stakeholder relationships Drive continuous improvement initiatives and ensure SLA compliance Support major IT projects and adoption of new tools and processes Ensure compliance with cybersecurity, privacy, and governance standards What we’re looking for: Proven track record in IT More ❯

be involved in the growth of the department. Key Skills/Experience: Strong experience around Incident, Problem and Change management Comfortable working with 3rd party providers Experienced designing IT SLA's Knowledge of DevOps processes/practices or experienced working in a DevOps environment Automation experience i.e. Power-Shell Strong knowledge and experience around Azure Comfortable liaising with senior stakeholders More ❯

and actions needed to ensure customer critical success factors are delivered. Conduct regular meetings to review service performance, upcoming projects, and address any concerns. Drive the production of relevant SLA and trending data for meaningful service reporting. Monitor service metrics, identify trends, and take proactive measures to maintain high service quality. Ownership of service assurance and escalation of corrective actions More ❯

aim to deliver on real time support for resource allocation & customer service advisor activities in the Customer Service Centre. To help towards the department achieving targets, including being within SLA across all contact channels. The role will work with the Resource Planning & MI Manager to prioritise demand and assign customer service advisor resource where it is needed, assessing requirements and More ❯

be ideal for this role.As this is very much a customer-facing role, excellent communication skills are required and previous experience of a call logging system and working to SLA's would be a huge advantage. What you'll get in return The Contract is initially for 3 Months/Hybrid Working/Day Rate is £120 and is INSIDE More ❯

ideal for this role. As this is very much a customer-facing role, excellent communication skills are required and previous experience of a call logging system and working to SLA's would be a huge advantage. What you'll get in return The Contract is initially for 3 Months/Hybrid Working/Day Rate is £120 and is INSIDE More ❯

service requests by telephone, email, web, and portal. Additionally, you will be responsible for: • Maintaining Customer Satisfaction • Maintaining allocated work pools ensuring all cases are worked according to their SLA's and pro-actively manage the CRM tickets • Competency on all supplier portals and communication processes • Ad hoc cover for accepting orders/deliveries, dealing with post • Ad hoc cover More ❯

stringent operational demands, with some involvement in Design work. Produce and maintain comprehensive system documentation, including configurations, network maps, and process workflows. Collaborate closely with third-party suppliers, ensuring SLA compliance and speedy resolution of issues. After training, contribute to the 24/7 on-call rota (1 week every 5 weeks), supporting critical incidents and emergencies. Work within ITIL More ❯

or product enablement efforts by surfacing customer insights, blockers, and usability trends. What Success Looks Like Consistently high CSAT scores from support interactions. Quick response and resolution times within SLA across all channels. Demonstrable reduction in churn risk through proactive support and issue resolution. Well-maintained CRM hygiene and updated documentation/playbooks. Clear feedback loops with Product, CS, and More ❯

Adhering to IT processes and procedures. Performs clerical work necessary to procurement, distribution and storage of audio visual materials. Ensure that issues and support requests are resolved within defined SLA and providing regular reports and statistics to support this. Resolve support issues promptly, courteously, and professionally. Troubleshoot a wide range of technology incidents and problems. About you We will invest More ❯

and implement upskilling and reskilling programmes Provide clear reporting and updates to senior stakeholders HR Service Delivery Oversee delivery of HR Shared Services, employee records, and ticketing (ServiceNow) Ensure SLA compliance, data accuracy and process efficiency Triage HR enquiries using a tiered service model Act as an escalation point for complex HR and employee relations issues Project Management & Continuous Improvement More ❯

experience in enterprise quality assurance, preferably supporting federal IT contracts. Proven experience developing and managing QA frameworks, QASPs, and performance dashboards. Strong knowledge of ITIL-based service delivery and SLA compliance management. Experience in root cause analysis, risk management, and service quality improvement. Familiarity with government contracting, especially performance-based service contracts. Excellent communication, documentation, and stakeholder engagement skills. Must More ❯

and distribution of laptops, phones, and other IT equipment Manage the inventory and procurement of hardware, licenses, and user accounts Maintain and improve the internal helpdesk system and ensure SLA targets are met Deliver IT inductions and training for new users Implement and enforce best practices for endpoint security and user access control Collaborate with third-party vendors where necessary More ❯