Job Description

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.

Location: Kuala Lumpur, Malaysia | Pay Band: H / 4 | Employment Type: Full time, Permanent

Role Purpose:

To support computer-based tests, exams systems and delivery in country. To ensure exams delivery runs smoothly. To support, train and monitor IT Service vendors across the country, train and monitor venue technicians either directly or through the IT Service vendors.

Main accountabilities but not limited to the following:
Product Service Support

• Provides technical assistance leading up to and during CB / PB test delivery.
• Provides technical support in venue sourcing, implementation of CBT products and digital systems, conduct troubleshooting of devices used in all Exams delivery
• Log and report technical incidents of exams products, make improvement plan and take actions to mitigate technical incidents in exams delivery.
• Support venue staff technicians in exams and products technical knowledge delivery, and support operation team (and IT Service Vendors where appropriate) in recruiting venue staff technicians
• Support operations by continually providing feedback to Regional and Cluster IT Service Delivery colleagues suggesting improvements to delivery processes and training materials
• Liaise with software / application suppliers to submit technical issues and advise proper solutions to operation team, provide support to venue staff technicians and IT service vendors in raising technical issues to suppliers
• Lifecycle management of devices used in Exams delivery, and ensure technical compliance of equipment and connectivity at test venues
• Occasional work travel according to business needs

Vendor Support and Monitoring

• Provides CBT technical training and CBT products updates to local IT service vendors, needs to travel to remote city occasionally according to business needs.
• Closely monitor performance of IT Service Vendors, providing feedback on improving their performance and any potential breaches of contract in a timely manner

Relationship & stakeholder management

• Be the point of contact person to local IT service vendor, proactively work with operation team, IT service vendor, and venue technician to deliver exams smoothly.
• Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team / Regional team when required
• Cooperate with Global Information Service team and local IT colleagues to implemented systems changes and keep regional incident log up to date on Microsoft Teams in near real time
• Support schools and agents to enter registrations as and when required

Risk & Compliance

• Work with Ops team to ensure that digital systems and CBT systems are compliant with QCA and Exams delivery guidelines
• Provide support related to compliance or investigations on Test Day and related issues
• Follow agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times

Role specific knowledge and experience:

Essential

• Experience in B2B / B2C customer service environment
• Experience of and ability to deliver excellent standards of customer service
• Excellent computer skills, solid knowledge of hardware, software.
• Understanding and experience of risk and compliance management

Desirable

• Experience of supporting on delivery of computer-based exams
• Troubleshooting experiences of hardware, software and network devices

Requirements:

• Candidates must have the right to live and work in the country in which the role is based.
• IT Skills - Troubleshooting in hardware and software
• Solid knowledge in network, computer & operating systems
• Having qualification with University Degree or minimum experience of overseeing daily operations in a business environment

Closing Date for Application. Tuesday, 14th February 2023- 23:59 Malaysia Time (GMT +8)

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.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \'ASK HR\' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

British Council