Rapid Response Agent

Job Summary

The Rapid Response Agent serves as the initial contact for IT users, providing first-line technical support and managing incoming requests to ensure timely issue resolution. This role requires effective communication, adherence to procedures, and the ability to work under pressure within a team environment.

Responsibilities

• Serve as the primary contact for IT user inquiries.
• Manage incoming calls by logging tickets or directing them to appropriate teams.
• Monitor and document all service desk requests.
• Gather and record essential information about requests, affected users, and impacts.
• Deliver first-line technical support and guidance within SLA.
• Collaborate with second-line teams on complex issues.
• Communicate technical information clearly to users.
• Maintain accurate records of actions, decisions, and outcomes.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Excellent spoken and written English skills.
• Up to one year of experience in technical support or customer service centers.
• Ability to work effectively under pressure and prioritize tasks.
• Strong verbal and written communication skills.
• Creative problem-solving skills for complex issues.
• Familiarity with incident management tools and industry best practices is advantageous.
• Microsoft or Azure Fundamentals certification is a plus.
• ITIL Foundation certification is a plus.

What the company offers

• Medical and dental insurance.
• Additional holiday days based on length of service.
• Personal days.
• Mental health and wellbeing platform.
• Learning and development platform.

We refresh listings regularly, but some roles close early on the source platform.