Exams Services Support

As an Exams Services Support at the British Council, your role involves operating within a 24/7 environment, working in shifts, including weekends and fixed night shift schedules. Your main responsibilities include: - Analysis and Problem Solving: - Assist business users and British Council teams via messaging tools to resolve issues. - Provide 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. - Develop 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 required for this role are a Graduate degree or ITIL Foundation Certification. You should possess the ability to guide and coach business users through technical problems to resolution, be comfortable in a changing environment, have a proactive approach to problem-solving, and be willing to work in a fixed night shift schedule. The role offers an indefinite contract with fixed night shifts from 9:00 PM to 6:00 AM at the Noida Sector 142 location. The closing date for applications is 17th Sep 2025. The British Council is committed to equality, diversity, and inclusion, welcoming applications from all sections of the community. They are a Disability Confident Employer, guaranteeing an interview for disabled applicants who meet the minimum role requirements. Additionally, they are committed to safeguarding children, young people, and adults they work with, ensuring safe environments and protection from all forms of abuse. If you encounter any difficulties with your application, you can reach out via email to askhr@britishcouncil.org.,