Role Profile Role Title: Service Desk Engineer
Reporting to: Service Line Owner
Division: Technology and Product Studio (TPS IE)
Location: Dublin (on-site, Mon – Fri)
ROLE PURPOSE The
purpose of the Service Desk Engineer role is to provide first-line technical support to all Mediahuis Ireland employees, troubleshooting issues, and maintaining a high level of customer satisfaction. This is a key role in ensuring the efficient operation of IT systems and end-user support within the company, both remotely and onsite.
Putting the end user, your customers, at the center of all your actions is vital to business-critical flows. Technology is the key to the success of all our strong brands in their digital operation.
Your customers are:
- Mediahuis Ireland — home of the island of Ireland’s largest media group, with a strong portfolio of news media and digital brands. Every day, millions of people on the Island of Ireland are informed, entertained and inspired by the independent journalism, exclusive photography and background stories in Mediahuis titles. They also buy, sell and browse our online marketplaces.
- Reach Group comprises several business verticals providing a range of services, all built on the platform of a comprehensive transport, warehousing and logistics infrastructure, serving a wide range of needs across multiple channels.
- Motion - powering three of Ireland’s leading motoring dedicated websites, are constantly adapting and thinking creatively to offer ideas and solutions to give our industry leading brands the competitive edge.
ROLE RESPONSIBILITIES (Overview)
Service Desk Support:
- Provide first-line technical support via phone, email, or ticketing system for hardware, software, network, and system-related issues.
- Record, classify, and prioritize support requests using the company’s Service Management system.
- Troubleshoot, diagnose, and resolve a wide range of IT-related issues, escalating to second- or third-line support when necessary.
Onsite Support:
- Provide hands-on technical support to end users, including desk-side troubleshooting and resolution of issues related to laptops, desktops, printers, phones, and other IT equipment.
- Perform hardware setups, installations, and replacements for new employees or when upgrading hardware.
- Assist with software installations, configurations, and updates, ensuring all devices meet company standards and security requirements.
On call Support:
- As part of this role, you will participate in an on-call rotation once every 4 weeks. This entails being available outside of regular working hours, including evenings and weekends, to address any urgent IT support needs.
- While the workload during this on-call period is typically minimal, you will be compensated with an on call allowance per on call week completed.
Customer Service:
- Maintain a positive and professional relationship with end users and stakeholders, ensuring a high level of customer satisfaction.
- Provide clear and concise communication to users, keeping them informed of the status of their requests and incidents.
Asset Management:
- Track IT equipment inventory and ensure proper logging and management of hardware and software assets.
- Assist with the setup, testing, and inventory control of new IT equipment and tools.
Collaboration & Team Support:
- Work closely with the IT support team, network engineers, and system administrators to resolve complex issues and improve IT services.
- Participate in IT projects as required, such as rollouts of new systems or software.
EXPERIENCE AND QUALIFICATIONS Experience:
- 2+ years proven experience in an IT support role, particularly in a Service Desk or Onsite Support position.
- Hands-on experience in a customer facing environment, troubleshooting hardware & software.
- Proficiency in Microsoft Windows Operating Systems, Office 365.
- Experience with ticketing systems such as ServiceNow, Jira, or Freshdesk is a plus.
Skills:
- Exceptional communication skills, with the ability to explain technical concepts to non-technical users in a clear, user-friendly manner.
- Strong customer service skills and the ability to handle challenging situations with professionalism and patience.
- Ability to troubleshoot and resolve IT issues quickly and efficiently.
- Strong analytical skills and attention to detail, with the ability to work independently and in a team environment.
- Takes ownership and have an enthusiastic and co-operative approach to problem solving
- Self-motivated with ability to use own initiative and outstanding interpersonal skills
EQUALITY, DIVERSITY & INCLUSION Mediahuis Ireland values the enrichment that comes from a diverse workforce and seeks to promote equality, prevent discrimination and protect the rights of everyone. We are committed to fostering an environment of equality, diversity and inclusion in our organisation and welcome applications from all individuals. Additionally, we can make reasonable accommodations for a person with a disability during the recruitment process.
Mediahuis Ireland is an equal opportunities employer.
