Rapid Response Agent

TDM Group

Key Duties and Responsibilities:

• Be the first point of contact for IT users.
• Handle all incoming calls and act based on requests by either raising tickets or transferring them to the relevant teams.
• Monitor, analyse and log all incoming requests to the service desk.
• Take first action by collecting and compiling essential information, including request details, affected parties, and potential impacts.
• Provide 1st line technical support and guidance to end-users within SLA.
• Work with 2nd-line teams on more advanced and complex tasks.

• Communicate clearly and effectively with users, explaining technical issues and solutions in a way that is easy to understand.
• Maintain a strong understanding of the systems, software, and tools used by the organization and its users.
• Ensure a deep understanding of, and be able to prioritise the needs and experiences of end-users.
• Maintain accurate records of actions taken, including timelines, decisions made, and outcomes.
• Contribute to creating and updating relevant processes and procedures.
• Maintaining and enhancing user satisfaction by managing expectations and being proactive.
• Participate in a 48-hour week, 24/7 shift ROTA.
• To be able to cover shifts for colleagues in emergencies

Skills and experience:

• Ability to work under pressure and act promptly.
• Able to prioritise tasks and allocate resources effectively under time constraints.
• Thinks creatively to overcome obstacles, especially when dealing with complex or unusual problems.
• Comfortable in making quick decisions and taking responsibility for outcomes.
• Excellent verbal and written communication skills.
• Recognises the importance of precise execution especially when handling critical situations.
• Familiarity with industry best practices, relevant regulations, and the use of incident management tools is an advantage.