Remote IT Outage Dispatcher – High Paced, Shift Work

About the Company

BT Group is one of the world’s leading communications services companies. We serve customers in 180 countries, providing services ranging from broadband and mobile to IT services and global network solutions. Innovation is at our core, and we are committed to connecting for good, ensuring our customers and communities stay connected. Join a team dedicated to excellence and making a real impact.

Job Description

We are seeking a highly motivated and resilient Remote IT Outage Dispatcher to join our dynamic team. This is a 100% remote position, requiring you to work from home and manage critical IT incidents. In this high-paced, shift-work environment, you will be the crucial link between our customers experiencing IT outages and our technical resolution teams. Your primary responsibility will be to swiftly assess incoming outage reports, prioritize their urgency, and dispatch the appropriate technical resources to resolve issues efficiently. This role demands excellent communication skills, a calm demeanor under pressure, and the ability to multitask in a fast-evolving technical landscape. You will be instrumental in minimizing downtime for our clients and maintaining the high standards of service BT Group is known for.

Key Responsibilities

• Monitor and respond to incoming IT outage reports via various channels (phone, email, ticketing system).
• Accurately assess the impact and urgency of IT incidents according to established protocols.
• Prioritize and assign outage tickets to the appropriate technical support teams or field engineers.
• Communicate effectively with customers, providing timely updates on incident status and resolution progress.
• Maintain detailed and accurate records of all incidents, actions taken, and resolutions in our ticketing system.
• Collaborate closely with technical teams to ensure smooth handovers and information flow.
• Escalate critical or unresolved issues to senior management as required.
• Participate in shift rotations, including evenings, weekends, and public holidays, to ensure 24/7 coverage.
• Contribute to the continuous improvement of dispatch processes and documentation.

Required Skills

• Proven ability to work effectively in a high-pressure and fast-paced environment.
• Excellent verbal and written communication skills with a clear and professional telephone manner.
• Strong organizational skills and attention to detail.
• Proficiency in using IT ticketing systems and basic office software (e.g., Microsoft Office Suite).
• Demonstrated problem-solving capabilities and decision-making under stress.
• Ability to work independently and as part of a remote team.
• Flexibility to work various shifts, including nights, weekends, and holidays.

Preferred Qualifications

• Previous experience in an IT service desk, dispatch, or call center environment.
• Familiarity with ITIL principles and incident management processes.
• Basic understanding of IT infrastructure, networks, and common IT issues.
• Experience with communication platforms for team collaboration (e.g., Microsoft Teams, Slack).

Perks & Benefits

• Competitive annual salary with shift differential pay.
• Comprehensive health and wellness benefits package.
• Generous pension scheme.
• Professional development and career advancement opportunities.
• Access to cutting-edge technology and training.
• Employee assistance program.
• A truly remote work setup, providing flexibility and work-life balance.

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