Online Service Desk Assistant

About the Company

BT Group is one of the world’s leading communications services companies, serving customers in 180 countries. We provide a wide range of services including broadband, TV, mobile, and landline, as well as complex network and IT services for governments and businesses. With a rich history of innovation, we’re at the forefront of connecting the future and are committed to creating a better-connected world.

Job Description

Are you a proactive problem-solver with a passion for helping people? BT Group is looking for enthusiastic individuals to join our team as an Online Service Desk Assistant in Stirling. This is an excellent opportunity for someone eager to start their career in IT support, even without prior experience. We value a positive attitude and a willingness to learn above all else. You will be the first point of contact for our customers and internal teams, providing essential support and ensuring smooth operations for our digital services. This hybrid role offers a blend of on-site collaboration and remote flexibility.

Key Responsibilities

• Provide first-line technical support and assistance to customers and internal staff via various online channels (chat, email, support portals).
• Log, track, and resolve technical issues and service requests in a timely and professional manner.
• Escalate complex problems to senior support teams when necessary, ensuring clear and concise handover of information.
• Maintain accurate records of all interactions and resolutions within the service desk system.
• Assist customers with basic troubleshooting of internet, email, and other digital services.
• Guide users through step-by-step solutions and provide information on service status and updates.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
• Participate in ongoing training and development to enhance technical skills and product knowledge.
• Adhere to service level agreements (SLAs) and ensure a high level of customer satisfaction.

Required Skills

• Excellent communication and interpersonal skills, both written and verbal.
• Strong customer service orientation with a patient and empathetic approach.
• Basic computer literacy and comfort with navigating digital platforms.
• Ability to learn new software and technical concepts quickly.
• Good problem-solving abilities and attention to detail.
• Proactive and self-motivated with a positive attitude.
• Ability to work effectively both independently and as part of a team.

Preferred Qualifications

• High school diploma or equivalent.
• Previous experience in a customer-facing role (e.g., retail, hospitality, call centre).
• Familiarity with common operating systems (Windows, macOS) and web browsers.
• Understanding of basic networking concepts (e.g., Wi-Fi, internet connectivity).

Perks & Benefits

• Competitive salary and performance-related bonus.
• Generous paid time off, including bank holidays.
• Comprehensive pension scheme with company contributions.
• Access to exclusive BT Group employee discounts on products and services.
• Extensive training and development programs to support career growth.
• Health and wellness benefits.
• Flexible hybrid work model.
• Opportunities for internal progression within a global company.

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