Helpdesk Operator

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 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.

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?**

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.

Unfortunately, we are unable to offer visa sponsorship for this role.