Global IT Service Desk Analyst: Incident & User Support

Smurfit Kappa; Dublin; On-site; EUR 32,000 - 42,000; Full time

Job summary

Smurfit Westrock is seeking a Service Desk Analyst to join our IT Solutions Service Excellence team. You will support day-to-day IT service operations, resolve incidents, and assist with user requests to maintain business continuity across our global sites.

You will work with Global IS colleagues to meet SLAs, contribute to process improvements, and help drive our transformation of group IT functions. The role emphasizes customer service and collaborative problem solving.

Qualifications

• Experience in a Service Management or end-user support role.
• Practical knowledge of IT Service Management processes and frameworks (e.g. ITIL).
• Experience supporting users via phone and remote tools.
• Strong customer service and communication skills.
• Ability to work collaboratively within a team environment.
• Experience in a fast-paced, operational or industrial environment.

Responsibilities

• Supporting Incident Management and Request Management processes to ensure timely resolution
• Providing a high-quality customer experience through service desk activities and user support
• Collaborating with Global IS teams to meet and exceed agreed service levels (SLAs)
• Following established processes and contributing to continuous improvement initiatives
• Supporting the implementation of new ways of working as part of the Global IS transformation
• Delivering assigned project work in line with timelines and expectations
• Managing and escalating issues effectively to ensure the fastest resolution

Skills

ITIL

Service Management

Customer service

Remote support

Team collaboration

Job description

Smurfit Westrock is seeking a Service Desk Analyst to join our IT Solutions Service Excellence team. You will support day-to-day IT service operations, resolve incidents, and assist with user requests to maintain business continuity across our global sites.

You will work with Global IS colleagues to meet SLAs, contribute to process improvements, and help drive our transformation of group IT functions. The role emphasizes customer service and collaborative problem solving.