Graduate Trainee

4 weeks ago

Noida, India British Council Full time

Graduate Trainee

**Date**:15-Feb-2023

**Location**: Noida, South Asia, IN

**Company**:British Council

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. 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.

**Job Title: GET - Global Service Desk**

**Purpose of job**:
To deliver optimum customer service, take ownership in maintaining an excellent Technical and Customer Service experience.

**Role context**
- Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner.
- 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

**Main opportunities/challenges for this role**

Accountabilities, responsibilities and main duties:

- Basic Understanding Service Desk Operations,
- Knowledge of customer service principles and practices

**Qualifications**

BTech/BSc Graduate

**Role specific knowledge and experience**
- 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

**Further Information**

**Pay Band - 3**

**Contract Type - FTC for 15 months**

**Department/Country
- GSD/ India - Noida**

**Closing Date (Time) - 21st Feb 23**

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

**Equality, Diversity, and Inclusion (EDI) Statement**

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

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