Exams Services Support

British Council; Dadri; Hybrid; INR 450,000 - 650,000; Full time

Benefits offered by this job

Hybrid working

Job summary

British Council in Noida, India seeks a dedicated IT Support professional to manage exams operations, maintain applications, and collaborate with the D&T services team. The role emphasizes data integrity, user satisfaction, and incident management to ensure smooth service delivery.

The position requires a graduate degree, a proactive problem-solving attitude, and experience in help-desk support. Hybrid working is available subject to management approval and service needs.

Qualifications

• Graduate degree in any discipline.
• Experience in customer or help-desk support.
• Pro‑active problem solving and troubleshooting.
• Ability to guide business users through technical problems.
• Willing to work in 24/7 shifts, including weekends.

Responsibilities

• 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.
• Set up new user accounts and profiles, and address Exams site password-related issues.
• Respond to callouts within agreed service level timelines.
• Manage incidents, service requests, and problem records through the ServiceNow portal.

Skills

Customer support

Help desk

Problem solving

Team coordination

Education

Graduate degree

Tools

ServiceNow

Job description

As a valued employee of the British Council, you already help us deliver our mission to support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

We work with people in over 150 countries and reach over 700 million people.

We connect. We inspire.

Further Information

• Number of positions: 1
• British Council Pay Band: 6
• Employment Type: Indefinite Contract Local
• Location: Noida, India
• Deadline to receive applications: 12th November 2026

Role Purpose

• Manage exams effectively, ensuring smooth operations and service delivery.
• Maintain and administer applications that support exam-related services, focusing on user and stakeholder satisfaction.
• Ensure timely and appropriate execution of maintenance activities and minor system changes.
• Collaborate with the British Council’s Digital & Technology (D&T) services team to leverage information effectively across the organisation.
• Support the full information lifecycle within the Exams business, ensuring data integrity and accessibility.
• Coordinate with multiple teams to support various Exams business processes.
• Promote collaboration and ensure operational excellence across teams and functions.

Main Accountabilities

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.
• Manage incidents, service requests, and problem records through the ServiceNow portal

Service Improvement

• Support the roll‑out and implementation of new applications.
• Identify potential CSI (Continual Service Improvement) to drive which helps customer/ support delivery

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.

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.
• This role operates within a 24/7 environment and requires working in shifts, including regular weekend assignments.
• A graduate degree in any discipline.
• Demonstrated experience in customer or help‑desk support, preferably within a global corporate or service desk environment.
• Proven ability to take ownership of tasks and support organizational change initiatives.
• Professional qualification or equivalent hands‑on experience in administering IT systems.
• ITIL Foundation certification or equivalent knowledge of ITIL practices.
• This role operates within a 24/7 environment and requires working in shifts, including regular weekend assignments with 2 week‑off on any day of the week.

Desirable

• Experience supporting IT systems.

Language

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

Requirements

Please note that candidates must have the pre-existing, legal right to work in India.

Mobility / relocation / visa sponsoring support will not be provided.

British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

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 we 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 and 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) 1989. 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.