IT Service Delivery Officer

작업 내용

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.Contract Type – Indefinite | Pay Band – H/4 | Location – British Trade and Cultural Office, Taipei, Taiwan

Local Direct Hire: Applications are welcomed from candidates currently in this location with a natural right to work.

Role Purpose

The role purpose of IT Service Delivery Officer in the British Council Taiwan is 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. To execute other duties assigned by Operations Manager.

Main Opportunities/challenges For This Role

▪ Conduct training for, support and closely monitor local IT service vendors, CB venue providers and venue technicians from a technical perspective

▪ Provide technical support to deliver paper-based tests and computer-based tests.

▪ Support operation teams by ensuring systems and devices are compliant, working and optimally used

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 Skill, Knowledge And Experience

Demonstrable experience, in large complex international organisation of:

• 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
• IT Skills (Troubleshooting in hardware and software plus solid knowledge in network, computer, operating systems)
• Experience of supporting on delivery of computer-based exams (desirable)
• Troubleshooting experiences of hardware, software and network devices (desirable)
  

Further Information

• The candidate should have the right to live and work in Taiwan.
  

Closing date for application. 18th June 2023, 23:59 Taiwan time (GMT+08)

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 askhr@britishcouncil.org

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.