About the Company
BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. We provide telephone, broadband, and subscription television services in the United Kingdom. With a rich history of innovation and a commitment to connecting people, we are at the forefront of digital transformation and network reliability.
Job Description
We are seeking a highly motivated and resilient Remote IT Outage Dispatcher to join our dynamic team. This is a critical role responsible for coordinating rapid responses to IT service outages and incidents across our vast network. You will work in a fast-paced, shift-based environment, ensuring seamless communication between affected parties, technical teams, and management. Your ability to remain calm under pressure, make swift decisions, and maintain clear communication channels will be paramount to success. This position requires excellent organizational skills and a proactive approach to incident management, all from the comfort of your home office.
Key Responsibilities
- Monitor incoming IT incident alerts and diagnose initial severity levels.
- Act as the primary point of contact for outage reports, providing timely updates to stakeholders.
- Dispatch and coordinate appropriate technical teams and resources to resolve incidents.
- Maintain accurate records of all incident details, actions taken, and resolution statuses.
- Facilitate effective communication during major incidents, bridging gaps between technical and non-technical personnel.
- Proactively identify potential issues and escalate critical concerns to senior management.
- Contribute to the continuous improvement of incident management processes and tools.
- Adhere strictly to service level agreements (SLAs) and operational procedures.
Required Skills
- Strong verbal and written communication skills.
- Proven ability to work effectively in a high-pressure, fast-paced environment.
- Excellent problem-solving and decision-making capabilities.
- Proficiency in using incident management software and ticketing systems.
- Ability to work independently and as part of a remote team.
- Exceptional organizational and multitasking abilities.
- Basic understanding of IT infrastructure and networking concepts.
Preferred Qualifications
- Previous experience in an IT service desk, dispatch, or incident management role.
- Familiarity with ITIL principles and practices.
- Experience in the telecommunications or large-scale IT services industry.
- Certifications in IT service management (e.g., ITIL Foundation).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits.
- Generous paid time off and holiday allowance.
- Company pension scheme.
- Opportunities for professional development and career growth.
- Flexible remote work environment with comprehensive support for home office setup.
- Access to exclusive employee discounts on BT products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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