Role Title: Service Desk Engineer
Division: Technology and Product Studio (TPS IE)
Location: Dublin (on-site, Mon – Fri)

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

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:
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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)