Support
User support is a well recognised strength of the RM solution. RM is the leading IT services provider to education in the UK, and the provision of good quality, responsive support is at the heart of RM’s capability.
The RM support team deals with technical incident and service requests across the full range of RM’s ICT products and services. They have unrivalled expertise in resolving technical issues for users who themselves are often not technically literate.
Award-winning support services
RM’s support services excellence has been recognised through the following industry awards:
- The International Helpdesk Award for IT Support in 2007 by the Helpdesk Institute
- Services Manager of the Year Award by the British Computer Society.
Its excellence in support services has also been recognised by obtaining the following industry accreditations:
- International Standard’s Organisation (ISO) 9001/2000 standard;
- accredited by the National Association of Advisors in Computers and Education (NAACE)
- accredited by the British Educational Communications and Technology Agency (Becta) as an ICT service supplier.
Support desk
RM can provide customers with a dedicated support desk, delivering technical support to examiners using scoris assessor. A single telephone number will route calls directly to a team of fully trained support engineers who will carry out diagnostic steps to ascertain the appropriate resolution or workaround for the enquiry. The team will be the single point of contact for any enquiries relating to hardware validation, online training, the standardisation process, marker online training and the awarding process.
Online support
In addition to telephoning the helpdesk, examiners using scoris assessor can access RM Support Online, which is RM’s award winning web-based support facility. The service, which is accessed by controlled login and contains substantial levels of support material, is available 24/7. The content of the portal can comprise the following, customer-specific material:
- Knowledge library of technical articles written by the technical support engineers and technical development engineers;
- An online call logging facility enabling customers to log a non-urgent call with the technical support team which will be responded to within office hours;
- Access to user guides and marks schemes/question papers;
- Access to information bulletins.
The success of this online facility has culminated in the Association of Support Professionals ranking RM as one of the world’s best providers of online support for 3 consecutive years.