Remote IT Ticket Assistant

About the Company

BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. We provide products and services to consumers, businesses, and public services worldwide, with a strong focus on innovation and customer experience. Our diverse portfolio includes broadband, mobile, TV, and IT services, making us a vital part of connecting people and businesses globally. We are committed to creating a better, more connected world through technology.

Job Description

We are seeking a proactive and detail-oriented Remote IT Ticket Assistant to join our dynamic IT support team at BT Group. This is a crucial entry-level role responsible for the initial processing and management of IT support requests, ensuring our internal users receive timely and effective assistance. As a Remote IT Ticket Assistant, you will be the first point of contact for many IT issues, playing a vital role in maintaining the smooth operation of our technology infrastructure. This position is 100% remote, offering flexibility and the opportunity to work from anywhere within the UK.

Key Responsibilities

• Serve as the initial point of contact for all incoming IT support requests via phone, email, and chat.
• Accurately log, categorize, and prioritize IT support tickets using our helpdesk management system.
• Perform initial troubleshooting and diagnostic steps to resolve common technical issues (e.g., password resets, basic software guidance, connectivity checks).
• Escalate complex or unresolved issues to the appropriate IT support tiers or specialized teams.
• Provide clear, concise, and professional communication to users regarding ticket status and resolutions.
• Maintain comprehensive and up-to-date documentation of IT procedures, solutions, and user interactions.
• Contribute to the continuous improvement of IT support processes and knowledge base articles.
• Adhere to established service level agreements (SLAs) for response and resolution times.

Required Skills

• Excellent communication and interpersonal skills, both written and verbal.
• Basic understanding of IT systems, hardware, and software (Windows/macOS, Microsoft Office Suite).
• Strong customer service orientation and a commitment to user satisfaction.
• Ability to learn quickly and adapt to new technologies and processes.
• Exceptional organizational skills and attention to detail.
• Proficiency in using helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote work environment.

Preferred Qualifications

• Previous experience in a customer service or support role (IT-related preferred).
• Familiarity with IT service management (ITSM) best practices, such as ITIL.
• Experience with specific remote support tools and software.
• A relevant certification (e.g., CompTIA A+, Microsoft Certified Fundamentals) is a plus.

Perks & Benefits

• Competitive salary and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday allowance.
• Access to continuous learning and development programs.
• Employee assistance program (EAP).
• Company-provided laptop and necessary remote work equipment.
• Flexible working hours and work-life balance initiatives.
• Opportunity to work for a leading global technology and communications company.

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