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- Tasks: Support customers by resolving tech issues and improving service processes.
- Company: Join RM plc, a leader in education technology since 1973, impacting over 10 million learners globally.
- Benefits: Enjoy flexible hybrid working, competitive salary, private healthcare, and performance bonuses.
- Why this job: Make a difference in education while working with innovative tech in a supportive team environment.
- Qualifications: Strong problem-solving skills, excellent communication, and a proactive attitude are essential.
- Other info: Work from any of our UK offices or remotely; shift flexibility is required.
The predicted salary is between 24000 - 36000 £ per year.
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Would you like to help enrich the lives of learners around the world?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.
RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).
Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.
Visit our website to find out more: www.rm.com/assessment
This role is working 7.5 hour shifts between 8am-10pm weekdays and 8am-6pm weekends.
Responsibilities
As Helpdesk Engineer you will work in a growing, fun, and highly regarded helpdesk team, owning customer issues across their entire lifecycle through to resolution. You will work closely with our Service Consultants, Technical Operations and Development teams and will be involved in project work to constantly evolve and improve the service we provide.
RM Results are committed to providing innovative solutions to our customers, and this often includes piloting and developing new technologies. Supporting our customers in their journey through this innovation is a key responsibility of the Service Operation function, and the Helpdesk in particular. Being able to drive such positive change in the world of educational assessment is a significant reason why working at RM is so rewarding.
In addition to the core ‘customer support’ elements of the role you will also need to proactively lead and plan for our seasonal busier periods. You will have the opportunity to focus on continuous improvement, and sharpening processes to provide a more efficient and effective support service. You will also have the opportunity to work on supporting innovative new technology solutions – including cloud hosting, AI & Machine Learning – and help drive operational improvement activities.
This role can be pursued from any of our 3 UK offices (London, Abingdon and Bellshill) or can be carried out remotely by exception.
The role is working as part of a 24/7 team, with shift working, and an explicit expectation that you will work a regularly rotating shift pattern across a shift cycle of shifts between 8am-10pm weekdays and 8am-6pm weekends. Flexibility to work shift patterns will be important.
Experience
- Question Askers- can you spot problems, and suggest different approaches?
- Problem solvers- do you find solutions?
- Out of the box thinking- do you always have original ideas?
- Excellent communication skills- can you explain tech to anyone?
- Team player- we’re a close team, and we make room for everyone
- Sound planning & organising skills – we juggle a lot
- Proactive and independent workers- do you work well under your own steam?
- Pride in your work- we’re proud of what we do, we want you to be too
- Flexibility- can you pivot from one task to another when there’s an emergency?
What’s in it for you?
At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
Unfortunately, we are unable to offer visa sponsorship for this role.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service and Information Technology
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Industries
IT Services and IT Consulting and Education
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Helpdesk Operator - 1st Line employer: RM plc
Contact Detail:
RM plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Operator - 1st Line
✨Tip Number 1
Familiarise yourself with RM plc's mission and values. Understanding their commitment to enriching learners' lives will help you align your responses during interviews and show that you're genuinely interested in their work.
✨Tip Number 2
Brush up on your technical skills, especially in customer support software and troubleshooting techniques. Being able to demonstrate your problem-solving abilities and familiarity with tech will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've worked effectively in a team and handled customer issues in the past. RM values teamwork and communication, so showcasing your experience in these areas will be beneficial.
✨Tip Number 4
Be ready to discuss your flexibility and adaptability, especially regarding shift patterns. Since this role requires working various hours, demonstrating your willingness to accommodate different schedules will make you a more attractive candidate.
We think you need these skills to ace Helpdesk Operator - 1st Line
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Helpdesk Operator - 1st Line role. Tailor your application to highlight how your skills and experiences align with what RM plc is looking for.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service or technical support. Use specific examples to demonstrate your problem-solving skills and ability to communicate technical information clearly.
Showcase Soft Skills: RM plc values excellent communication, teamwork, and flexibility. Make sure to include instances where you've successfully worked in a team, adapted to changing situations, or communicated effectively with customers.
Craft a Compelling Cover Letter: Your cover letter should not only express your interest in the position but also reflect your passion for education technology. Mention why you want to work at RM plc and how you can contribute to their mission of enriching learners' lives.
How to prepare for a job interview at RM plc
✨Show Your Problem-Solving Skills
As a Helpdesk Operator, you'll need to demonstrate your ability to spot problems and suggest solutions. Prepare examples from your past experiences where you successfully resolved issues, showcasing your analytical thinking and creativity.
✨Communicate Clearly
Excellent communication skills are crucial for this role. Practice explaining technical concepts in simple terms, as you'll be helping users who may not have a tech background. Consider doing mock interviews with friends to refine your explanations.
✨Emphasise Teamwork
RM plc values team players, so be ready to discuss how you've collaborated with others in previous roles. Share specific instances where you contributed to a team's success or helped a colleague overcome a challenge.
✨Demonstrate Flexibility
The role requires flexibility in working hours and tasks. Be prepared to discuss how you've adapted to changing situations in the past, whether it's shifting priorities or handling unexpected challenges. This will show your potential employer that you're ready for the dynamic nature of the job.
