Job Description

Role Profile
Assistant Manager \xe2\x80\x93 Global Service Desk



Role information



Role type

Pay band

Location

Duration

Reports to



Indefinite Contract

6

Indefinite

Manager



Role purpose



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.



About Us



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 \xe2\x80\x93 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.



Geopolitical/SBU/function overview



The British Council Shared Service Centre (SSC) is establishing a Customer Contact Centre to serve all first level enquires of British Council global customers. Senior Service Desk Technician will provide support to the Team Lead in achieving overall SLAs and customer services.



Main opportunities/challenges for this role



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\xe2\x80\x99 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\xe2\x80\x99s).
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
Key relationships: (include internal and external)
External: Customers, Regional Counterparts Internal: Supervisor/Team Leader/Service Desk Manager , Colleagues at British Council



Main accountabilities



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\xe2\x80\x99 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\xe2\x80\x99s).



Key relationships



External: Customers, Regional Counterparts Internal: Supervisor/Team Leader/Service Desk Manager , Colleagues at British Council
Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)
The position holder would be required to work in shifts in 24/7 environment. May require travelling occasionally. The position requires working on weekends. May require travelling occasionally, working extended hours during training/hiring drives.



Role requirements



Threshold requirements

Assessment stage



Passport requirements/right to work in country

Candidates are expected to have researched whether they have the right to live and work in the country in which the role is based. Given that our offices have different legal status depending on the work we do in those countries, we recommend that you contact HR in country for additional information on the likelihood of securing a visa. Only at its discretion will the British Council provide support so please check first whether visa support is offered.

Shortlisting



Direct contact or managing staff working with children?

Yes/No If YES. Appropriate police check

Offer



Person specification

Assessment stage



Qualifications



Minimum/essential

Desirable

Assessment stage



Graduate ITIL V3 Foundation

Shortlisting



Role specific knowledge and experience



Minimum/essential

Desirable

Assessment stage



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 Experience 1) 5 - 7 years experience in a service desk environment 2) At least 1 - 2 years of Team leader experience

ITIL intermediate certification preferred. MS certification preferred CCNA preferred

Shortlisting AND/OR interview



Role specific skills (if any)

Assessment stage



1) Understanding Service Desk Operations 2) Knowledge of customer service principles and practices 3) Customer service orientation 4) Ability to inspire and support people 5) Good people and interpersonal skills to build effective relationships with all levels of professionals. 6) Ability to plan well and prioritize work 7) Good decision-making and communication skills 8) Excellent fluency in English Proactive approach with focus on problem analysis & resolution

Shortlisting AND interview



British Council core skills

Assessment stage



1) Working together \xe2\x80\x93 Essential 2) Being accountable - Essential 3) Shaping the future - Essential 4) Making it Happen - Essential 5) Creating shared purpose \xe2\x80\x93 Essential

Shortlisting AND /OR interview



British Council values and behaviours

Assessment stage



British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold. The behaviours for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.

Shortlisting AND /OR interview



Role Profile completed by

Date



Name:







Skills
Information Technology, Proactive, Sass, Service Orientation, Stakeholder Management, Networking, Iso 27001, Information Security, Management Skill, Sharepoint, Interpersonal Skill, Customer Service, Scala, Problem Analysis, Compliance, Leadership, Excel, Communication Skill, Ms Office, Hiring, Itil, Supervising, Interpersonal Skills, Decision Making




About Company
Welcome To Connexial Digital Technology LLP Connexial is renowned for providing the best recruitment, staffing, and payroll outsourcing, and other job-related services in India. However, our vision extends further than this. We intend to be the go-to option for staff augmentation services in every nook and corner. Owing to this vision of ours, we have established our recruitment, staffing, and payroll outsourcing in Mumbai. We offering support for hiring PAN India basis. Our recruiting philosophy is based on lining up fewer but best candidates evoking quality than quantity in this continuously growing digital age. As we understand recruiting is a source of filling gaps in an organization, we have built strong processes based on research as a starting point while hiring for any industry. We, at Connexial, have been able to maintain the best track record of providing strong recruiting and sourcing services Turn-Around-Time (T-A-T) Our executive recruiting staff and our expertise allow you to get the best candidate for the job, and for job seekers to find the best position related to their work. We are focused industry and domain: IT & ITeS | IT Services | IT Product Development | R&D Centre | IT Captive | Tech Startups | BFSI | Consulting Firm | Bulk Hiring | BOP & KPO | Digital Marketing