Exams Services Support

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Job Title: Exams Services Support

Purpose of job:

This role operates within a 24/7 environment and requires working in shifts, including regular weekend assignments. The position is specifically for a fixed night shift schedule. Additionally, there may be occasions where extended working hours are required based on business needs.

Main opportunities/challenges for this role

Accountabilities, responsibilities, and main duties:

Analysis and Problem Solving

• Assist business users and British Council teams via messaging tools to resolve issues.
• Pro vide guidance on effective use of British Council applications to stakeholders and business users.
• Troubleshoot basic system and network problems; diagnose and resolve user-specific or software issues.
• Follow technical diagrams and documented instructions to resolve support issues.

Sector/Subject Expertise:

• Provide super-user support to British Council Backoffice users.
• Ensure continuous progress on tasks until resolution or escalation to relevant teams.

Service Delivery

• Set up new user accounts and profiles, and address Exams site password-related issues.
• Respond to callouts within agreed service level timelines.
• Prioritize and manage multiple open cases efficiently.

Service Improvement

• Support the roll-out and implementation of new applications.
  Manage incidents, service requests, and problem records through the ServiceNow portal.

Relationship and Stakeholder Management

• Regularly engage with internal and external support teams to provide updates, monitor performance, and stay informed of system developments and releases.
  Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional discipline to facilitate the effective provision of high quality and customer-focused services and advise.

Qualifications – Graduate / ITIL Foundation certification

Role specific knowledge and experience

Minimum/essential

• Ability to guide and coach business users through technical problems through to resolution.
• Comfortable working in a fluid and changing environment.
• Pro-active approach to problem solving and troubleshooting.
  The position is specifically for a fixed night shift schedule.

Further Information

Pay Band – 6

Contract Type – Indefinite Contract

Shifts – Night Shifts Fixed (9:00PM to 6:00 AM)

Work Location : Noida Sector 142

Closing Date (Time) – 17 th Sep 2025

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.

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