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 Assistant Manager - Global Service Desk Purpose Of Job The role shall be able to demonstrate: operations floor management skill which includes delivery of services as per contract, staff management, query and escalation management and governance management for a contact centre. Provide leadership steer to the on floor staff. Main opportunities/challenges for this role Accountabilities, Responsibilities And Main Duties Independently managing and directing the daily activities of Service Desk operations. Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor. Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor. Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs. Supervising, planning, and managing functions concerned to Service Desk operations Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team. Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency. Conduct regular team meetings and one on one sessions with the teams. Monitor calls, perform quality checks and provide necessary feedback to the team. Practicing and ensuring compliance with that of all the BCMS\' policies and procedures. Manage overall performance of the Service Desk including quality function performance. Manage overall reporting and MIS. Ensure active engagement with key stakeholders/colleagues periodically. Generate and implement ideas to improve the overall performance of the process. Manage shifts and schedules for Service Desk team members. Collaborate with business team leads. Ability to manage IT Helpdesk/Service Desk as a lead. Well versed with Information Technology Infrastructure Library (ITIL) framework to include Service Desk, Incident, Problem and Service Level Management. Review Service level status reporting and metrics. Well versed with developing and/or updating Service Desk standard operating procedures (SOPs). Assist with communications to user community around service desk (tickets, status, etc.). Independently managing and directing the daily activities of Service Desk operations. Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor. Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor. Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs. Supervising, planning, and managing functions concerned to Service Desk operations Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team. Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency. Conduct regular team meetings and one on one sessions with the teams. Monitor calls, perform quality checks and provide necessary feedback to the team. Practicing and ensuring compliance with that of all the BCMS\' policies and procedures. Manage overall performance of the Service Desk including quality function performance. Manage overall reporting and MIS. Ensure active engagement with key stakeholders/colleagues periodically. Generate and implement ideas to improve the overall performance of the process. Manage shifts and schedules for Service Desk team members. Collaborate with business team leads. Ability to manage IT Helpdesk/Service Desk as a lead. Well versed with Information Technology Infrastructure Library (ITIL) framework to include Service Desk, Incident, Problem and Service Level Management. Review Service level status reporting and metrics. Well versed with developing and/or updating Service Desk standard operating procedures (SOPs). Assist with communications to user community around service desk (tickets, status, etc.). Partner with business managers and process owners to identify opportunities for process and service desk improvements. Work to improve existing Service Level Agreements (SLA\'s). 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 Qualifications Graduate Role Specific Knowledge And Experience Proficient in English Communication Skills (verbal & written). Knowledge of customer service principles and practices(Both Voice, Chat & E Mails related) Good Computer (MS office) and keyboard handling skills Good working knowledge in Microsoft technologies, networking and troubleshooting.. Good knowledge of ITIL based processes. ITIL Foundation Stakeholder Management 5 - 7 years experience in a service desk environment At least 1 - 2 years of Team leader experience Further Information Pay Band - 6 Contract Type - IDC Department/Country- GSD/ India - Noida Closing Date (Time) - 13th 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 [HIDDEN TEXT] 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.

foundit