British CouncilHiring for Shift Supervisor at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Shift Supervisor – Global Service Desk

Purpose of job:
To deliver optimum customer service, floor support & take ownership in maintaining an excellent Technical and Customer Service experience.

Experience areas:
Minimum/Essential

Understanding Service Desk Operations, Change Management & Incident and Request Management

Proficient in relevant computer applications (MS Office)

Knowledge of customer service principles and practices

Desirable

MCP trained (Win7,Win10, WinXp)

Exposure to CRM tool – Service Now, Remedy, HP

Understanding of ITIL working practices

Knowledge of:
Understanding Service Desk Operations, Change Management & Incident and Request Management

Proficient in relevant computer applications (MS Office)

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.

Accountabilities, responsibilities and main duties:
(including people management and finance)

Provide Level 1 and Level 1.5 support to clients and partners via email, Chat, Service now and telephone whenever required.

Managing the Unassigned queue.

Demonstrate a thorough technical understanding of British Council products and services.

Managing GSD Mailboxes: Team GSD & SSC Supervisor.

Navigate meticulously to research on required information using available resources/applications.

Providing Floor Support.

Proactively identify and escalate priority issues to the contacts as per the escalation matrix.

Responsible for handling critical incidents.

Ensure adherence to team’s KPIs.

Stakeholder Management

Develop and maintain positive relations with clients and partners.

Work on ideas and improvement areas for GSD

The position holder would be required to work in shifts in 24/7 environment.

May require travelling occasionally and working extended hours in case of business requirement

The position requires working on weekends.

Floor Management in GSD

5 ticket resolution to be completed at least for the day.

Qualifications:
Graduation

Further Information:
Pay Band – 5

Contract Type – Indefinite

Department/Country – GSD/India – Noida

Closing Date – 1/Oct/2021

Other Requirements – Must have rights to work in India

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

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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 askhr@britishcouncil.org

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.