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About Company:
We support peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide. We uniquely combine the UK’s deep expertise in arts and culture, education, and the English language, our global presence and relationships in over 100 countries, our unparalleled access to young people and influencers and our creative sparkle. 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 recognized qualifications.
Job Profile: Graduate Trainee
Degree Required: B.E/B.Tech/B.Sc
Experience Required: Freshers
Salary: Not Disclosed
Work Location: Noida
Job Title: GET – Global Service Desk
Purpose of the job:
To deliver optimum customer service, take ownership in maintaining an excellent Technical and Customer Service experience.
Role context
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
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
BTech/BSc Graduates
Role-specific knowledge and experience
- Basic Understanding Service Desk Operations,
- Proficient in relevant computer applications( MS Office)
- Knowledge of customer service principles and practices
- Basic Understanding Service Desk Operations
- Enthusiastic and keen to learn
- Knowledge of customer service principles and practices
- Good people and interpersonal skills
- Good communication skills.
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