Newskies Helpdesk Agent

Ryanair - Europe's Favourite Airline; Swords; On-site; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Discounted travel

Pension scheme

Death in service benefit

Annual leave 20 days +

Job summary

Ryanair in Dublin's head office seeks a Newskies Help Desk Agent to support finance, ground ops, and airports. The role handles email, phone support, and notices for Ryanair Europe, with a 4 on/4 off shift pattern from 6am-5pm or 1pm-midnight.

Based in Swords, Co. Dublin, you’ll liaise with multiple departments, manage the reservations system, and contribute to smooth operations while staying diplomatic under pressure.

Qualifications

• Experience in a customer-facing role is advantageous.
• Ability to stay diplomatic and calm under pressure.
• Strong written and verbal communication skills.
• Proactive and solution-focused mindset.
• Proficient in Microsoft Office suite.

Responsibilities

• Liaise with Ground Operations Training Department regarding airport issues.
• Notify passengers of delays, cancellations, or schedule changes by email, SMS, PUSH and Ryanair app.
• Update web notices on Ryanair.com.
• Create and maintain access to the reservations system.
• Liaise with systems department regarding bugs and defects.
• General administration duties.
• Support multiple European airports and call centers as part of Newskies Help Desk.

Skills

Customer service

Microsoft Office

Written communication

Interpersonal skills

Problem solving

Flexible / adaptable

Tools

Reservations system

Airline ops tools

Job description

Ryanair, over our 40 year history has grown to become Europe's largest airline group connecting more guests across more routes than any other European carrier. We are a fast-paced, ambitious and innovative company, offering exciting career opportunities across aviation, technology, operations and support functions. Now is a fantastic time to join as we look to grow to over 800 aircraft and 300m guests within the next 8 years.

Ryanair are now hiring for a Newskies Help Desk Agent to join Europe's Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests within the next 10 years.

The role of a Newskies agent is to assist finance, ground operation, airports, call centers etc to ensure smooth running of the Ryanair operations. Ensuring all policies and procedures are adhered to and providing feedback to airports/ground ops/training etc. Newskies Helpdesk provides telephone & email support for all Ryanair European Airports and Call Centers. This is a permanent position based in our head office in Swords, Co. Dublin.

The team work on a shift pattern of 4 days on/4 days off. The shift times are 6am to 5pm and 1pm to Midnight.

Duties Include But Are Not Limited To

• Liaise with Ground Operations Training Department pertaining to Airport issues.
• Notify passengers of delays/cancellation/ schedule changes by email, SMS, PUSH and on the Ryanair Day of Travel App.
• Update of web notices on Ryanair.com
• Create Ad hoc disruption videos for the Day of Travel App
• Create and maintain all access to the reservations system
• Liaise with systems department regarding any bugs and defects
• General administration duties
• Previous experience in similar role would be a distinct advantage
• Previous Airline/Airport experience would be a distinct advantage
• Must have flexible approach and ability to remain diplomatic and tactful whilst working under pressure
• Show a natural ability in problem solving.
• Proactive approach to dealing with errors/complaints
• Possess a high level of interpersonal and written skills
• A good knowledge of Microsoft office
• Personality traits - Enthusiasm, flexibility, patience and ability to work on your own initiative.
• Energetic and enthusiastic individual looking to thrive and progress in an expanding company
• Applicant must be flexible with working hours
• Applicants must show a natural ability in problem solving.
• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• Defined Contribution Pension Scheme
• Death in Service Benefit - Up to 2 times of annual basic salary
• 20 Days Annual Leave - Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
• Option for up to 5 additional unpaid leave days per year
• Cycle 2 Work Scheme
• Unrivalled career progression