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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