Job Description

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.

Visit our website to find out more: www.rm.com/assessment

We're on the lookout for a Helpdesk Engineer (FT, perm) to join our team. 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 24/7 shift cycle.



We are looking for a Helpdesk Engineer with excellent problem-solving skills and great focus on customer service. The helpdesk provides 1st and 2nd line software support in the RM Assessment business, at the heart of educational assessment. This is a very rewarding opportunity to help end-users of RMITIL' flagship products RM Assessor - 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. We use ServiceNow and Jira so experience with those systems is an advantage, tickets come in via telephone, email and online support portals, and as well as managing tickets, we manage continual service improvement work, provide training to internal and external stakeholders, support the Assessment Services Management and Project Management teams with onboarding new customers, and support our 3rd line colleagues in the TechOps and Dev teams. We have well established career development pathways into the 3rd line support team, Dev, Solution/Service Architects and over into Assessment Services and Customer Relationship Teams, and pride ourselves on retaining and developing talented engineers into careers across the wider business.




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. You will achieve a competitive salary plus an extensive range of employee benefits including 25 days leave per annum. All engineers joining the team will start on 1st line support for one of our flagship e-assessment software products, following a period of training and mentoring. Candidates who excel will then be empowered to step up into a 2nd line focused role. If you are directly applying for a 2nd line role then you will still take part in first line for initial training period to better understand what 2nd line will need to support 1st line with.
RM Assessment 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.


As the helpdesk operates 24x7 365 days a year, flexibility to work shift patterns across a 24x7 rota will be important.


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.

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.