Helpdesk Support Engineer
I have worked on the Helpdesk within RM Results since April 2014. My role involves supporting clients who are Examination Boards and the examiners working for them. We are providing 1st and 2nd line support. We deal with the more simple issues just as logging in problems through to more technical issues and problems with the actual exam scripts. We take ownership of any issues users are experiencing and we own these through the resolution process. If we are unable to resolve the issue, we escalate to other teams and keep communication with the Client to update them. We work to SLAs within the department and we aim to resolve 80% of issues within two hours. Normally we achieve 95% against this target.
Due to the seasonal nature of the role, during quieter periods when we aren’t preparing for examination periods, I am able to get involved in other projects. RM are constantly improving things and recently I have headed up a project aimed at introducing a new release of our e-marking platform, RM Assessor. I have been responsible for ensuring that all the Helpdesk team are ready for the new release. This involved undertaking training of the team members. In Head Office this has been face to face training and for our regional offices in Scotland and India I have run training sessions via Skype.
The longer I am in the role, the more responsibility I am given. I have recently been given the opportunity to chair a forum with one of our Clients, Cambridge Assessor. The forum takes place once a month and mainly focuses on the current trends of calls that each helpdesk is getting, with resolutions provided so that if either helpdesk receive the same calls we can answer the queries quicker.
Working on the helpdesk, there is always more to learn and I am constantly challenged. I have been able to develop my own role within the team which has then enabled me to help others on the team.
Working with this team makes me proud. The communication with the markers and the examining bodies is great. I love the fact that we are supporting people and not just the technology. The software we use is all about learners and we have to get it right first time every time.