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For Companies At a Glance
- Tasks: Join our helpdesk team to resolve customer issues and improve educational technology.
- Company: RM has been a leader in education technology since 1973, supporting over 10 million learners globally.
- Benefits: Enjoy flexible working options, competitive salary, and great perks like private medical and performance bonuses.
- Why this job: Make a real impact in education while working with innovative technologies and a supportive team.
- Qualifications: We seek problem solvers with excellent communication skills and a proactive attitude.
- Other info: Work remotely or from any UK office; flexibility in shifts is essential.
The predicted salary is between 24000 - 36000 £ per year.
Overview
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 over 28,000 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, ALevels, 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 involves working 7.5-hour shifts between 8am-10pm weekdays and 8am-6pm weekends.
Responsibilities
As a 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 collaborate closely with our Service Consultants, Technical Operations, and Development teams, and will be involved in projects to evolve and improve our service.
RM Results is committed to providing innovative solutions to our customers, including piloting and developing new technologies. Supporting our customers through this innovation is a key responsibility of the Helpdesk. Being able to drive positive change in educational assessment makes working at RM rewarding.
In addition to core customer support, you will proactively lead and plan for seasonal busy periods. You will have opportunities to focus on continuous improvement, refining processes for more efficient support, and supporting innovative technologies such as cloud hosting, AI, and Machine Learning. You will also contribute to operational improvement activities.
This role can be based at any of our UK offices (London, Abingdon, Bellshill) or remotely by exception.
The role involves working as part of a 24/7 team with shift patterns between 8am-10pm weekdays and 8am-6pm weekends. Flexibility in shift patterns is important.
Experience
- Question Askers: can you spot problems and suggest approaches?
- Problem solvers: do you find solutions?
- Out-of-the-box thinking: do you generate original ideas?
- Excellent communication skills: can you explain technical concepts to anyone?
- Team player: we are a close team that values everyone.
- Sound planning and organizing skills: can you juggle multiple tasks?
- Proactive and independent: do you work well on your own?
- Pride in your work: are you proud of what you do?
- Flexibility: can you adapt quickly during emergencies?
What’s in it for you?
At RM, we offer My Work Blend @RM, providing office-based colleagues with multi-location and hybrid working options, including home and other sites. Discuss your preferred arrangements with your line manager during recruitment.
We offer a competitive salary, core benefits (private medical, life assurance, pension with higher contributions), and performance-related bonuses. Additional voluntary benefits include extra leave, dental plans, health assessments, cycle schemes, and referral bonuses.
We are committed to a diverse, inclusive workforce where everyone can bring their whole selves to work. If you need support with your application or interview process, contact us at recruitment@rm.com.
Note: We cannot offer visa sponsorship for this role.
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Helpdesk Operator - 1st Line employer: RM Education
Contact Detail:
RM Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Operator - 1st Line
✨Tip Number 1
Familiarise yourself with RM's products and services, especially in the assessment market. Understanding their technology and how it supports educational outcomes will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Highlight your problem-solving skills by preparing examples of how you've resolved customer issues in the past. Be ready to discuss specific scenarios where your out-of-the-box thinking made a difference.
✨Tip Number 3
Showcase your communication skills by practising explaining technical concepts in simple terms. This is crucial for a Helpdesk Operator, as you'll need to assist customers who may not have a technical background.
✨Tip Number 4
Demonstrate your flexibility and ability to work in a team by sharing experiences where you've adapted to changing situations or collaborated effectively with others. This aligns well with RM's emphasis on teamwork and adaptability.
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 position. Tailor your application to highlight how your skills and experiences align with the job description.
Craft a Strong CV: Your CV should clearly outline your relevant experience, particularly in customer support and technical problem-solving. Use bullet points for clarity and ensure it is well-structured and easy to read.
Write a Compelling Cover Letter: In your cover letter, express your passion for education technology and how you can contribute to RM's mission. Highlight specific examples of your communication skills and ability to work in a team, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at RM Education
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Helpdesk Operator. Be prepared to discuss how your skills align with their needs, especially in customer support and problem-solving.
✨Showcase Communication Skills
Since excellent communication is key for this role, practice explaining technical concepts in simple terms. You might be asked to demonstrate this during the interview, so think of examples where you've successfully communicated complex ideas.
✨Demonstrate Flexibility
The role requires flexibility in shift patterns, so be ready to discuss your availability and willingness to adapt. Share any past experiences where you had to adjust quickly to changing circumstances.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of specific examples where you've identified issues and implemented solutions, particularly in a customer service context. This will show your proactive approach.
