IT Support

IT Response
Team

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Overview

Roles & Responsibilities

The roles and responsibilities of an IT response team can really depend on the specific needs & requirements of an organisation. Generally speaking, this IT response team is in charge of handling and responding to incidents and issues connected to the organisation’s IT systems and infrastructure.

Roles

  • Incident Manager
    The single point of accountability. Coordinates triage, assigns tasks, manages priority and escalation, and makes time-critical decisions to restore service.
  • Technical Lead
    Owns the technical response. Identifies root cause, plans and executes containment, eradication and recovery, and safeguards forensic evidence.
  • Communications Lead
    Manages clear, timely updates to stakeholders, users and third parties. Prepares holding statements, incident notices and executive summaries.
  • Operations Lead
    Protects service continuity. Adjusts capacity, failover and change windows so core systems stay available while remediation is underway.
  • Support Lead
    Front line for users. Coordinates the service desk, publishes workarounds, routes tickets and keeps the knowledge base current.
  • Documentation Lead
    Maintains a complete incident record. Captures timeline, decisions and actions, and updates runbooks and lessons learned.

Responsibilities

  • Monitor systems and networks, investigate alerts and validate true positives.
  • Triage and classify incidents, assign severity and initiate the response plan.
  • Contain, remediate and recover services quickly and safely.
  • Coordinate across engineering, security, vendors and business units.
  • Support users with clear guidance, workarounds and status updates.
  • Document incident details, outcomes and follow-up actions.
  • Track metrics such as MTTA and MTTR, and report to leadership.
  • Reduce future risk by implementing fixes, hardening controls and testing plans.

Outcome
Keep critical services running, minimise business impact and shorten time to recovery, while continuously improving your organisation’s readiness.

techbrain team
Technical Skills

Technical skills required in
a response team member

In general, an incident response team member should have a solid foundation in IT and a range of technical skills, including:

  • Knowing the organisation’s IT systems and infrastructure.
  • Experience with incident response processes and procedures.
  • Being good at problem-solving and analysis.
  • Knowing relevant technologies and tools.
  • Being able to communicate and work well with others.

As well as these technical skills, an incident response team member should also be able to handle stressful situations and work well under pressure, as this can be a demanding and challenging field.

it response team member
OUR SOLUTION

TechBrain’s response team

The core of TechBrain’s Response Team is to resolve issues, manage client expectations and identify areas in our process and delivery that we can improve.

Some services that we offer include on-site IT support, security monitoring, remote access tools, the most up to date diagnostics software, remote connectivity, and first level support of third party desktop software.

Our Response Team are your first line of defence. If you need IT support, our Response Team can provide:

  1. You’ve got one person you can contact
  2. They set expectations for clients in the service delivery process so you know what to expect
  3. They sort out all reactive issues
  4. They dispatch jobs to other parts of the business
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WHY US

Our solution

We measure the performance of the Response Team by how happy our clients are. We quantify that by looking at the Net Promoter Score.

Our Response Team engineers feel like they have a rewarding job because clients get to know them and they enjoy the strong relationships that they build with clients.

  • A single point of contact for reactive support
  • Phone, email, a support portal, and monitoring alarms
  • A support model based on building a relationship with the client and understanding their specific needs
  • Escalation of reactive issues within the engineering team and, where necessary, to on-site support

On-site support:

For issues that can’t be sorted out remotely we have dedicated specialists who provide on-site support to clients. They are friendly, experienced, well trained and have great communication skills – our customers love them.

FAQ

How important is location to an incident response team?

Location is important for an IT incident response team to ensure they can respond quickly and effectively to incidents and issues, and they have access to the necessary resources and information.

What's the goal of an incident response team?

An incident response team is in charge of handling and responding to incidents and issues connected to the organisation’s IT systems. The goal is to get those incidents sorted out as quickly and effectively as possible and keep the organisation’s operations running smoothly.

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