Hybrid Service Desk Engineer: EdTech Support Champion

RM Education; Bellshill; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Private medical healthcare

Life assurance

Group Personal Pension Plan

Dental plan

Cycle to work scheme

Job summary

RM Education is seeking a dedicated end user software support specialist to serve as the single point of contact for in-scope requests. You will resolve technical issues via phone, live chat, or self-service, while prioritising and tracking incidents to meet service levels.

The role offers hybrid working options and a collaborative environment across RM’s education technology divisions. IMF DBS checks are part of the recruitment process, and RM values safeguarding and inclusion.

Qualifications

• Experience delivering end user software support across multiple channels.

Responsibilities

• Provide a single point of contact for all in scope end user Software support requests.
• Resolving technical issues across telephone, live chat or self-service.
• Prioritising, progressing, and monitoring incidents and requests to meet SLAs.
• Maintaining and filling knowledge gaps with knowledge articles.
• Initiating the major incident process when required.
• Proactive identification of problems and opportunities for automation.
• Support the Service Management Team with escalations.

Job description

RM Education is seeking a dedicated end user software support specialist to serve as the single point of contact for in-scope requests. You will resolve technical issues via phone, live chat, or self-service, while prioritising and tracking incidents to meet service levels.

The role offers hybrid working options and a collaborative environment across RM’s education technology divisions. IMF DBS checks are part of the recruitment process, and RM values safeguarding and inclusion.