Service Desk Engineer (Part Time)

Role Title: Service Desk Engineer - Part Time

Location: Dublin 1 (On site 4 days; Remote 1 day)

We’re looking for an enthusiastic Service Desk Engineer to join our team and provide high-quality first-line technical support to colleagues. This is an excellent opportunity for someone who enjoys solving problems, working with people and developing their technical expertise.

At Mediahuis our Service Desk provide first-line technical support to all 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.

What You'll Be Doing

As a Service Desk Engineer, you’ll be a key point of contact for colleagues who need IT support. You’ll help resolve day-to-day technical issues, provide a positive support experience and make sure more complex problems are escalated appropriately.

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.

What We're Looking For

Someone who enjoys combining technology with great customer service. You’ll be comfortable investigating problems, asking the right questions and explaining solutions clearly to people with different levels of technical knowledge.

You’re Likely To Bring

• A genuine interest in IT and technology
• Strong troubleshooting and problem-solving skills
• A customer-focused and helpful approach
• Clear written and verbal communication
• Good organisation and attention to detail
• The ability to follow defined processes while using sound judgement
• A collaborative approach to working with others
• Curiosity and a willingness to learn new technologies
• Reliability and ownership of your work
• The confidence to ask for support and escalate issues when needed

If you're looking for an opportunity to strengthen your technical capability, broaden your knowledge and develop your career as your experience grows, we would love to hear from you.