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: Looking for 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 more effectively 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 you demonstrated out-of-the-box thinking.
✨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
Be prepared to discuss your flexibility and adaptability, especially regarding shift patterns. Share experiences where you've successfully managed multiple tasks or adapted to changing circumstances in a fast-paced environment.
We think you need these skills to ace Helpdesk Operator - 1st Line
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Helpdesk Operator position. Understand the responsibilities and required skills, such as problem-solving, communication, and flexibility.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your customer support experience, technical skills, and any familiarity with educational technology.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for education technology and your ability to contribute to RM's mission. Mention specific examples of how you've solved problems or improved processes in previous roles.
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 understand the responsibilities of a Helpdesk Operator. Familiarise yourself with the key skills required, such as problem-solving, communication, and technical knowledge. This will help you tailor your answers to demonstrate how you fit the role.
✨Showcase Your Communication Skills
As a Helpdesk Operator, you'll need to explain technical concepts clearly. Prepare examples of how you've successfully communicated complex information in the past, whether to colleagues or customers. This will highlight your ability to connect with users of varying technical backgrounds.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified problems and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical thinking and proactive approach.
✨Emphasise Teamwork and Flexibility
Since this role involves working closely with a team, share experiences that illustrate your ability to collaborate effectively. Additionally, mention your flexibility in adapting to changing situations, especially during busy periods, to show you're a reliable team player.