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For Companies At a Glance
- Tasks: Provide 2nd line software support for educational assessment products.
- Company: Join RM, a pioneer in education technology since 1973, supporting over 10 million learners globally.
- Benefits: Enjoy hybrid working options, competitive salary, private healthcare, and performance-related bonuses.
- Why this job: Make a real impact on education while working in a supportive, diverse team culture.
- Qualifications: Experience in software support, excellent communication skills, and a proactive attitude are essential.
- Other info: This role requires flexibility with shifts and is subject to DBS checks.
The predicted salary is between 30000 - 42000 £ 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 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 theassessment marketwe are experts inproviding solutions foronline 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 toconducthundreds of thousands of on-screen tests and to mark millions ofpaper-basedscripts. For over a decadewe havebeen 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
We are looking for a Helpdesk Engineer with excellent problem-solving skills and great focus on customer service. The helpdesk provide 2nd line softwaresupport in the RM Results business, at the heart of educational assessment. This is a very rewarding opportunity to help end-users of RM Results’ flagship products RM Assessor 3 – the world’s most widely used high stakes e-marking application, used to mark around 160 million exam pages each year, and our e-testing solution Assessment Master.
As we cover 24/7 365 days per year, shifts will form part of these roles, this can be discussed further at interview stage.
Responsibilities
- 2nd Line Engineers are one of the first points of contact for all inbound HD methods and manage initial responses and escalations.
- 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
- If necessary, it will request external support, e.g., from software or hardware manufacturers.
- The aim is to restore a failed IT Service as quickly as possible.
- This may include resolution OR workaround for new issues which require more complex technical knowledge or product access.
- If an incident is a P1 OR is a recurring root cause of incidents, 2nd Level Support will evaluate and initiate handover to Problem Management
- If no solution can be found, the 2nd Level Support passes on the Incident to Third Line.
Experience
We are looking for experienced software helpdesk support engineers. Experience using ServiceNow, Jira and Anywhere 365 phone systems will be an advantage, as will an understanding or working knowledge of ITIL Foundation Certification or ITIL 4. You should have experience of working in a software support role, ideally supporting multiple proprietary products, via multichannel inbound routes. You\’ll need to be an excellent communicator in both written and verbal forms, and to be an enthusiastic learner with a can-do attitude. We value out of the box thinking and are committed to recruiting diverse candidates.
- 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.
RMis committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.
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.
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Helpdesk Operator - 2nd Line employer: RM Education
Contact Detail:
RM Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Operator - 2nd Line
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like ServiceNow and Jira. Having hands-on experience or even a basic understanding of these platforms can give you an edge during discussions.
✨Tip Number 2
Brush up on your ITIL knowledge, especially if you have ITIL Foundation Certification. Being able to speak the language of IT service management will show that you're serious about the role and understand the framework they operate within.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills in real-time scenarios. Think of examples from your past experiences where you successfully resolved complex issues, as this will be crucial in the interview.
✨Tip Number 4
Showcase your communication skills by being clear and concise when discussing technical topics. Practice explaining complex concepts in simple terms, as this is key for a Helpdesk Operator who needs to assist users with varying levels of tech knowledge.
We think you need these skills to ace Helpdesk Operator - 2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in software helpdesk support. Emphasise your familiarity with tools like ServiceNow, Jira, and Anywhere 365, as well as any ITIL certifications you may have.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've solved problems in previous roles and how your communication skills have helped you assist customers effectively.
Showcase Problem-Solving Skills: Use your application to demonstrate your problem-solving abilities. Provide examples of challenging situations you've faced in past roles and how you approached them, particularly in a tech support context.
Highlight Teamwork and Flexibility: Since the role requires being a team player and adapting to changing tasks, include examples that showcase your ability to work collaboratively and pivot when necessary. This will show that you can thrive in a dynamic environment.
How to prepare for a job interview at RM Education
✨Showcase Your Problem-Solving Skills
As a Helpdesk Operator, you'll need to demonstrate your ability to tackle complex issues. Prepare examples of past experiences where you successfully resolved technical problems, especially in a software support context.
✨Familiarise Yourself with Relevant Tools
Make sure you have a good understanding of ServiceNow, Jira, and Anywhere 365 phone systems. Being able to discuss how you've used these tools in previous roles will show that you're ready to hit the ground running.
✨Communicate Clearly and Effectively
Excellent communication is key in this role. Practice explaining technical concepts in simple terms, as you may need to assist users who aren't tech-savvy. This will highlight your ability to connect with customers.
✨Emphasise Your Teamwork and Flexibility
RM values team players who can adapt to changing situations. Be prepared to discuss how you've worked collaboratively in the past and how you handle unexpected challenges or emergencies.
