Out of Scope Ops Delivery

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

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 recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**British Council Pay Band 6**

**Location: Noida, India**

**Department: Digital & Technology**

**Contract type: Indefinite (permanent)**

**Closing Date: 6th February 2025 at 23:59 UK time**

**Interview Dates: TBC**

**Role purpose**

To deliver Service Desk services to countries out of scope of the Managed Service Provider Service Desk. Services include level 1 and 1.5 level support for D&T SAP services.

**Role context**

The Digital and Technology Directorate leads the British Council’s digital strategy and transformation. It creates and executes technology initiatives to fulfil the organisation’s mission and corporate priorities.

Key focus areas are:
- Creating digital products that attract and retain customers, delivering business value through digital design and delivery expertise.

- Developing and optimising digital platforms that provide seamless customer interactions and use scalable and secure capabilities.

- Enhancing digital capability across the organisation.

- Enabling growth, impact and efficiency through technology.

Digital and Technology is a global Directorate organised into four divisions: Product, Engineering, Operations and Performance which collectively create digital products and services, maintain, and improve products, services and platforms and optimise performance. Areas of responsibility include digital and technology strategy, architecture, infrastructure, software, development, data, innovation, and cybersecurity. It ensures that technology initiatives are customer and value focused, accessible, efficient, and secure.

**Main accountabilities include but not limited to**:
Consultancy, analysis & problem solving

- Setting up new users' accounts and profiles and dealing with password issues

Professional services expertise

- Reports on SLA achievement / performance

- Completes regular monitoring tasks according to an agreed schedule

- Following diagrams and written instructions to resolve a support

- issues

- Responding within agreed time limits to call-outs

- Prioritizing and managing many open cases at one time

Service improvement

Relationship & stakeholder management

- Regularly interacts with the internal and external support teams to update on support issues, performance, understand the current development/release plans of systems

- 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 advice

**Role specific skills**

- Ability to guide and coach business users through technical problems through to resolution

- Proactive approach to problem solving and troubleshooting

- At least 3 Years of hands-on experience on SAP Material Management, SAP Finance and Banking Management.

- Shall be independently handling the issues/queries around SAP Roles & Access and HR access management.

**Role specific knowledge and experience**

Minimum/essential

- Demonstratable experience in customer/help-desk support preferably in a global, corporate environment (service desk)

- At least 3 Years of hands-on experience on SAP Material Management, SAP Finance and Banking Management.

- Proven track record of taking ownership and supporting change

Desirable

- Experience supporting IT systems

**Education/Qualifications**

- Professional qualification or equivalent by experience to administrating any IT system.

ITIL Foundation level

**Language Requirements**

- The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

**Additional job requirements**

**Proof of Identity requirements/right to work in country**

**Background Checks**

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