IT Service Delivery Officer

British Council

Taipei City
Permanent
Full-time

13 days ago

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 PurposeThe 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 usedMain 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 timesRole 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.

Roel Benefit

13month salary

Performance Bonus

24days AL

National Health Insurance

Pension Scheme

Closing date for application. Wednesday, 1st May 2024, 23:59 Taiwan time (GMT+08)A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion (EDI) StatementThe 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 emailPlease 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.

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