Rapid Response Agent

We are seeking a dedicated Rapid Response Agent to join our User Support Services team. The ideal candidate would have exceptional communication skills and the ability to follow processes and procedures. This position requires a proactive, detail-oriented, and adaptable individual who can work effectively under pressure to help resolve issues promptly as well as being a great team player.

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.

Qualifications:

- Bachelor’s degree in Information Technology, Computer Science, or a related field.

- Excellent command of the English language, both spoken and written.

- Up to one year's experience in technical support or customer service centres.

- Certification in Microsoft or Azure Fundamentals is a plus.

- ITIL Foundation certification is a plus.

What We Offer

- Collaborative and supportive working environment.

- Medical & Dental insurance

- Additional holiday days for length of service

- Personal Days

- Mental health & wellbeing platform

- Learning & Development platform

- Reward and Recognition Programs

- Gym Membership Contribution

TDM Group Amman Office hours are from Monday to Friday, 10:30 AM-7:00 PM.