HEAnet – Service Desk Engineer (Hybrid)
HEAnet is Ireland’s National Research and Education Network, providing internet connectivity and ICT shared services across all levels of the Irish education system, reaching in excess of 1,000,000 end users. We connect learners and researchers across all of Ireland to education resources and to fellow national educational and research networks in Europe, and the rest of the world.
We have an exciting opportunity for a Service Desk Engineer to join our Service DeskTeam on a permanent contract basis.
This role is primarily based at our Dublin 1 offices, but we are pleased to offer a flexible remote working arrangement. This allows you to work from home up to three (3) days a week. You will be expected to work at least two (2) days a week in the office, giving you the opportunity to enjoy a balanced and dynamic work environment.
What the Service Desk Team does
The Service Desk is the first point of contact for HEAnet’s clients, serving as the critical link between our clients and the wider company. Dedicated to delivering exceptional support, the team monitors network and system performance, identifies potential issues with infrastructure, and ensures smooth service operations.
At HEAnet, the Service Desk is the first line for queries on a wide range of ICT services, including Networking, Identity and Access Management, Wi-Fi roaming, large file transfers, and website hosting. The team plays a key role in addressing queries, escalating issues when necessary, and following up to resolve outstanding matters—helping maintain strong relationships with clients, external service providers, and the general public.
What the Service Desk Engineer does
As a Service Desk Engineer, reporting to the Service Desk Manager, you will collaborate closely with various teams, in particular Technical Services. Your main responsibility will be to provide first-line support through phone and email, managing incoming and ongoing tickets during the core hours of 9:00 AM to 5:30 PM, Monday to Friday.
This role is ideal for someone passionate about customer service, solution-oriented, and with a keen interest in various technical fields. You will address client queries related to HEAnet’s ICT services, escalate issues when needed, and ensure timely follow-ups to resolve outstanding matters.
Continuous improvement is a key focus of the role, including keeping documentation up to date, refining processes, and maintaining a proactive approach to problem-solving. You’ll also have the opportunity to build strong relationships both internally and externally, ensuring a seamless and positive experience for HEAnet’s clients.
How we do it
Our company values underpin how we do things in HEAnet. We believe in and live by our values and understand they are integral to making HEAnet a great place to work.
Positive Impact - Future Focused - Empowered Decision Making - Enjoy It - Equality Fairness - We Share
For further information about who we are and our core values, see https://www.heanet.ie/who-we-are.
What you get from us
We promote a healthy work/life balance, and we take the care of our team members mental health seriously. Work outside of standard hours is rare and agreed in advance.
We value knowledge-sharing and communication. We have frequent team meetings combined with regular 1:1 catch-ups to make sure no one is hitting any roadblocks.
We encourage critical thinking and the exploration of new ideas. We often form cross-team special interest groups for specific topic discussions, both ongoing and for fixed projects.
Company Benefits
- Hybrid Working
- Flexible start/finish times
- Health insurance for employees
- Defined contribution pension scheme
- On-going well-being initiatives
- Employee Assistance Programme (EAP)
- Tax Saver Ticket scheme
- Cycle to Work scheme
- Professional education support
- Comprehensive group and individual training & development initiatives
What we need from you
- Minimum 1 years’ experience in a customer-facing technical support role
- Excellent interpersonal and communication skills, both verbal and written
- Ability to work effectively as part of a team and independently
- Proven experience building and maintaining relationships with stakeholders
- Cooperative style, being able to approach other colleagues and being an approachable member of the team
- Proactive with strong problem-solving skills
- Experience documenting and optimising processes
Bonus points
We do not need you to have the following, but if you did it could be beneficial:
- A Higher-Level Certificate in Computer Science/Computer Engineering or related discipline
- Experience in best practices for IT Service Management (e.g. Incident Management, Knowledge Management)
- Experience with IT Service Management toolsets (e.g. Remedy, Ivanti Service Manager)
- Familiarity with system management/monitoring tools such as Cacti, Icinga, Nagios
- Experience managing user accounts across a variety of platforms
More important information
At HEAnet we celebrate diversity and understand how important it is to our ongoing success. We would like to hear from candidates who are great at what they do and whose values align with ours.
If you need any adjustments made to the application or selection process so you can do your best, please let us know.
HEAnet are delighted to be awarded with the Ibec Keep Well Mark. We take pride in developing, maintaining and enhancing our culture of wellbeing and continue to focus on this into 2024 and beyond.
