British Council Off Campus Hiring

• BTech/BSc Graduate
• Role-specific knowledge and experience
  • Basic Understanding of 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

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 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 KPIs.
• Update Required tools (CRM etc.) to record every customer interaction promptly.

Information Security:

• Ensure and be aware of the information security policies and comply with them
• Ensures that the team complies with 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 the team
• Manage Records to ensure compliance with the Freedom of information act
• Ensure incidents assigned to their Service Line are closed within SLAs.

British Council Off Campus Hiring