British Council Off Campus Freshers Hiring For GET – Global Service Desk Role !


British Council Off Campus Freshers Hiring Details:

Company Info:

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.

Job Title:GET – Global Service Desk

Location:Noida, South Asia, IN

Company: British Council

Experience Required: Freshers

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.
  • 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.

Information Security

  • Ensure and 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
  • Provide security awareness and education to team
  • Manage Records to ensure compliance to Freedom of information act
  • Ensure incidents assigned to their Service Line are closed within SLAs

Qualifications

Any Graduate

Role specific knowledge and experience

  • Basic Understanding Service Desk Operations,
  • Proficient in relevant computer applications( MS Office)

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