Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Job Title: Analyst - Global Service Desk

Purpose of job:

To deliver optimum customer service, take ownership in maintaining an excellent Technical and Customer Service experience.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:

• Provide Level 1 and Level 1.5 support to clients and partners via email, Chat, Service now and telephone
• Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.
• Demonstrate a thorough technical understanding of British Council products and services.
• Proactively pick up calls and emails as per the agreed standards and be the first point of contact for the customer.
• Navigate meticulously to research on required information using available resources/applications.
• Proactively identify and escalate priority issues to the contacts as per the escalation matrix.
• Responsible for handling critical incidents.
• Ensure adherence to individual/ team\'s KPIs.
• Update required tools (CRM etc.) to record every customer interaction promptly.
• Stakeholder Management
• Develop and maintain positive relations with clients and partners.

Worked on ideas and improvement areas for GSD

Information Security

• Ensure that their workforce are aware of the information security policies and comply with them
• Ensures that the team complies to ISO 27001 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
• Ensure incidents of their respective functions are closed within SLAs

Qualifications

Graduate

Role specific knowledge and experience

• Basic Understanding Service Desk Operations,
• Proficient in relevant computer applications(MS Office)
• Knowledge of customer service principles and practices
• Basic Understanding Service Desk Operations
• Knowledge of customer service principles and practices
• Good people and interpersonal skills
• Good communication skills
• Proactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.

Further Information

Pay Band - 4

Contract Type - FTC till 15 months

Department/Country- GSD/ India - Noida

Closing Date (Time) - 25th April 23

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council\'s Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \'ASK HR\' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

British Council