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.

Employment type
Full-Time

Work arrangement
No