Service Desk Engineer

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

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 20 million students and improving educational outcomes worldwide.

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, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we’re a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.

Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

Visit us here to find out more: www.rm.com/education

We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.

Responsibilities

Provide a single point of contact for all in scope end user Software support requests.

• Resolving technical issues across a range of channels including telephone, live chat or selfservice.
• Prioritising, progressing, and monitoring incidents and requests to ensure they are resolved within the agreed service levels.
• Maintaining and filling knowledge gaps by the creation and identification of knowledge articles.
• Initiating the major incident process.
• Proactive identification of problems.
• Identification of automation and efficiency opportunities.
• Supporting the Service Management Team with escalations.

Experience

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.

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. 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 [e-mail].

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

What's in it for you?

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 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 [e-mail].

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