IT Service Analyst — Hybrid, Customer‑Centric Support

Smurfit Kappa; Dublin; Hybrid; EUR 42,000 - 60,000; Full time

Job summary

Smurfit Westrock in Ireland is seeking a Service Analyst to join our IT Solutions Service Excellence team. You will help deliver a seamless IT service experience to colleagues across the business and support day-to-day operations, ensuring incidents and requests are resolved promptly.

The role involves collaborating with Global IS teams to meet SLAs, following ITIL-aligned processes, and contributing to continuous improvement as our group IT function evolves through hybrid working.

Qualifications

• Experience in a Service Management or end-user support role.
• Knowledge of IT Service Management processes and ITIL.
• Experience supporting users via phone and remote tools.
• Strong customer service and communication skills.
• Ability to work collaboratively within a team.
• 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

Service Management

ITIL

Customer communication

Team collaboration

Phone and remote support

Industrial environment experience

Job description

Smurfit Westrock in Ireland is seeking a Service Analyst to join our IT Solutions Service Excellence team. You will help deliver a seamless IT service experience to colleagues across the business and support day-to-day operations, ensuring incidents and requests are resolved promptly.

The role involves collaborating with Global IS teams to meet SLAs, following ITIL-aligned processes, and contributing to continuous improvement as our group IT function evolves through hybrid working.