Examination And It Support Services Officer

Job Title Examination and IT Support Services Officer Directorate or Region MENA Department/Country Business Support Services Lebanon Location of post Lebanon Pay Band H Reports to Business Support Services Supervisor Duration of job 1 Year (Renewable)   Purpose of job:  To manage and implement the IT Policy for the office, and provide strategic advice on IT systems.   To assist Examination Services Manager and Business Development Examination Manager in providing efficient and effective administration and development of examinations business, in line with Examinations Quality  Standards (EQS) and E+E business development strategies.   Context and Environment: (e.g. dept. description, region description, organogram) The British Council has been in Lebanon since 1946.  As the United Kingdom’s international organisation for education and cultural relations, we are building on the British Council’s respected and trusted brand by building on existing programmes and developing new opportunities with government and key stakeholders across the public, private and NGO sectors.  We employ 40 staff, including five regional and one Syria post and our portfolio spans our main sectors of English, Education, Society and Arts.. The post is based in Lebanon’s office and has a combination of supporting the below two departments: Examinations Services department (75%) Business Support Services which contains a team of 4 staff members (25%) However the post supports all office IT and Exams Services needs.   Accountabilities, responsibilities and main duties: (including people management and finance)   To manage and maintain the day to day running of the office IT systems in order to deliver Service Level Agreements with operational units Vendor Management (UPS, Server & Network devices, Internet Provider, Telephony) Local IT support to end users File sharing management on server User permission management Server space management Server and IT equipment monthly reboot IT troubleshooting Workstation (Desktop/Laptop) building/rebuilding/replacement, management and stock control Workstation peripherals troubleshooting and management User IT induction Exams laptop software installation and management File backup restoration Exams software data management and backup Exams and general website management   To keep up-to-date with IT developments, and provide training and coaching for staff as appropriate and support elevated user(s) Provide training to staff within an agreed time frame Trouble shoot as rapidly as realistically possible Support elevated user(s) in order to ensure maximum support and efficiency for staff. 90% of positive feedback from staff on quality and speed of support as well as level of customer care.   Provide inputting and IT support for updating internal communications materials and intranet pages According to British Council standards In line with regional and local standards   Providing IT support for editing and updating website content According to British Council standards In line with regional and corporate standards   To provide back office administrative support to examinations business and assist in organisation of examination sessions          Liaise with the Exams team and ensure that all exams are administered in accordance with standards and guidelines that are in accordance with Corporate guidelines and Examining body regulations Ensure Cambridge, Edexcel school exams and CELA CB exams are administered effectively which includes provision of venues for practical and oral exams Ensure Aptis Exams are administered effectively which includes provision of venues and checking the software is up and running on the venue’s computers. Administer Cambridge Admission exams such as BMAT, ELAT, TSA and HAT… Ensure Exams filing is done in order with Exams guidelines, this includes regularly updating files as needed Support in maintaining necessarry stock take for all exam materials and update as needed. Set up exams sessions and venues as and when required Ensure all application forms are processed onto the required database Ensure all Exams software’s are reguarly updated and meeting board standard’s Process School Exam transfers and refunds on a day to day basis and communicating procedures to customers in agreement with the Examination Services Manager Support in collating and input scorecard results onto the database Monitor Online Registration System on a daily basis and make sure registration is appropriately done by candidates Handle examination services Purchase Requisition creation Contact and manage internal and external stakeholders in order to ensure all exams are administered effectively, efficiently and as per the required stand   Support ESM and BDM in delivery of the local marketing and business development plan Ensure Customer Satisfaction surveys and focus groups for school exams and CB exams are conducted on a quarterly basis and ensure that data is recorded and stored for mandated market research purposes (e.g. Scorecard) Regularly update Exams website   Provide direct support to Customers and Partners Product knowledge is up-to-date and accurate Presents a professional and efficient image of British Council Handles any enquiries and queries to required QCA standards Actively seeks opportunity to promote other British Council products and services British Council values, strategy and target groups Customer service standards and codes of practice Products and services policy Procedures for maintaining confidentiality/security of the organisation’s and customers’ data Health and safety regulations Equal opportunities and diversity policy   Quality Compliance Assessment Comply with all tenets of QCA, including local regulations as defined by CEM   Key relationships: (include internal and external)   Internal: All units within British Council office in Lebanon Global Service Desk   External: IT Suppliers Exams candidates, Invigilators, Markers, Exams venues contact   Other important features or requirements of the job (e.g. travel, unsocial/evening hours, restrictions on employment etc) The post involves frequent weekend work, frequent off-site work, occasional very early mornings, and occasional travel for trainings and meetings. Where applicable, this will be compensated with TOIL. Strict adherence to exam security and administration requirements is an essential part of the job.   Please specify any passport/visa and/or nationality requirement. N/A Please indicate if any security or legal checks are required for this role. N/A                                                                                                    Person Specification     Essential Desirable   Assessment stage Behaviours Creating shared purpose: (essential) Communicating an engaging picture of how we can work together   Connecting with others: (essential) Making regular opportunities to understand others better   Working together: (essential) Establishing a genuinely common goal with others   Making it happen: (essential) Delivering clear results for the British Council   Shaping the future:(essential) Looking for ways in which we can do things better   Being accountable (more demanding) Putting the needs of the team or British Council ahead of my own   Short listing and/or Interview Skills and Knowledge Managing Finance and Resources: (Level 1) Uses resources efficiently - Uses resources efficiently in own role and complies with financial rules and procedures.   Using Technology: (Level 2) Operates as an advanced user Works as an advanced practitioner in the use of office software and/or British Council standard and social media platforms and trains or coaches others in their use.     Planning and organising – Level 2 Plans ahead Organises own work over weeks and months, or plans ahead for others, taking account of priorities and the impact on other people.   Analysing Data and Problems – Level 1 Is systematic Breaks down problems into a list of tasks to be done and decides on appropriate action. Written and spoken Arabic (desired) Short listing and/or Interview Experience Minimum of 1 year work experience High level of IT knowledge and ability to describe and report issues/problems accurately to the IT global service desk.   Experience in an Educational/Customer service field   Good general knowledge of British Education and Examinations Short listing and/or Interview Qualifications First degree or equivalent in IT/Management Information System related fields Aptis overall level B2 Short listing