北京招聘

职位名称：Exams IT call center manager 技术支持呼叫中心经理 (CHI-379)

The British Council China is looking to hire an Exams IT call center manager .

You can base in either in Beijing, Shanghai, Guangzhou and Chongqing office.

BC教育咨询（北京）有限公司是英国文化协会/英国总领事馆文化教育处下属的子公司。英国文化协会M目前在招聘一位技术支持呼叫中心经理。该职位可以在我机构的北京，上海，广州或者重庆任意一个办公室任职。

Main accountabilities:

1. Build up the process and standards of Call Center

2. Provide L1 technical support based on the FAQ

3. Liaise with other IT Help Desks, IT staffs and other third-party service providers in troubleshooting and resolving problems.

4. Train, coach and mentor internal and external Helpdesk engineers.

5. Build and train helpdesk managed service to handle all basic level issues.

6. Manage process for communicating outages/activities to the relevant organizations.

7. Take charge of the quality control of Call Center daily work

8. Review user feedback to improve services, tools and support experience.

9. Manage information created and received in compliance with the British Council’s information management standards, policies, the UK data protection principles and local legislation

岗位职责：

1. 建立技术支持呼叫中心的流程与标准

2. 根据客户需求提供相应技术支持

3. 与其它技术支持部门进行业务相关技术检测以及提供相应解决方案

4. 为内外部helpdesk工程师提供培训指导

5. 建立helpdesk 服务系统并培训相关人员，保证他们能为用户提供基本的技术支持

6. 负责技术呼叫支持中心的工作质量监控

7. 根据用户反馈进行服务体验的优化

8. 确保信息的管理流程符合英国文化协会的信息管理标准以及法规，符合英国数据保护条例以及当地法律法规

Job Requirements

To be qualified for the role, you will need to have:

1. At least 2 years of working experience in IT team

2. IT support/Helpdesk experience: Demonstrated experience in IT Technician or Help Desk analyst role.

3. Experience in the following areas:

Hardware and software technical troubleshooting

Managing IT Call Center systems

Manage Teams

岗位要求

1. 本科以上学历，英文听说读写熟练

2. 两年以上IT相关工作经验

3. 技术支持，helpdesk管理相关经验，技术支持流程标准制定以及优化经验

4. 技术支持质量管理监控经验， 软硬件技术检测经验

5. 团队管理经验

Employment Benefits

- Competitive package

- 22 days of paid Annual Leave

- Accident Insurance, Life Insurance, Supplementary Medical Insurance and Overseas Business Travel Insurance

- Supplementary pension saving scheme available after 2 years' consecutive service

- Social Security Insurance and Housing Fund

福利待遇

- 有竞争力的薪资（payband 6 ）

- 22 天带薪年假

- 弹性工作

- 常规五险一金外，公司提供意外险，额外医疗险，境外出差保险以及百分之五补充住房公积金

- 服务2年以上员工可以享受养老金储蓄方案

Start Date: As soon as possible

Closing Date: Closing Date 10th Feb 2018 (Sunday)

请于2月10日之前上交您的申请

British Council China

The British Council has had a presence in China since 1943, and since 1979 we have been operating as the Culture and Education Section of the British Embassy and Consulate-Generals in Beijing, Shanghai, Guangzhou and Chongqing. We also opened our first English centre in Mainland China in September 2017, based in Nanjing.

Our work in China is of great importance to the global British Council operation, both politically and commercially. With more than 750 staff across our offices in China, we operate a wide range of programmes in English, exams, arts, and education in partnership with local authorities and partners.

We achieve significant impact and reach through our programmes which have engaged millions of young people and thousands of professionals and policy makers across China, including:

Over 1,000,000 people who have taken an exam with us within the past year, be it an English language exam, such as the IELTS exam, or a professional exam, such as the ACCA qualification.

10,000 English teachers and one million students who have benefitted from our English language teacher training programmes in the past two years.

Nearly 155,000 Chinese students who are currently studying in the UK, many of whom have engaged with our work encouraging and supporting student mobility.

One billion people reached and influenced annually through our 2015 Year of Cultural Exchange and Shakespeare Lives campaigns.