British CouncilHiring for Senior Analyst 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: Senior Analyst – Global Service Desk

To deliver optimum customer service, 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

Role Specific Skills:
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

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.

Provide customers with accurate information and achieve first time resolution.

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.

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.

Qualifications:
Minimum/ essential

Graduate

Desirable

ITIL Certified

Further Information

Pay Band – 5

Contract Type – Indefinite

Department/Country- GSD/ India – Noida

Closing Date – 3/Dec/21

Other Requirements: Must have rights to work in India

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 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.