Senior IT Service Desk Specialist — Hybrid

Smurfit Kappa; Dublin; Hybrid; EUR 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Smurfit Westrock in Dublin is seeking a Senior Service Analyst to deliver an excellent IT service experience while supporting its organisation through a digital transformation journey.

The role focuses on day‑to‑day Incident Management, Request Management and Service Desk activities, with remote support and collaboration across Group IS to meet SLAs and drive continuous improvements in service performance.

Qualifications

• Experience in a Service Management or End‑User Support role, ideally within a fast‑paced industrial or manufacturing environment.
• Practical knowledge of IT Service Management frameworks (e.g. ITIL or similar).
• Experience providing customer support via phone and remote tools.
• Strong understanding of service performance and reporting.
• Confident communication skills and the ability to work effectively as part of a team.
• Good business communication skills in English (and local language where applicable).
• Basic knowledge of networking concepts (WAN/LAN).
• Technical knowledge of: Windows operating systems (Windows 10, Windows Server); Microsoft Office / O365; Understanding of backup and restore processes.

Responsibilities

• Delivering day‑to‑day Incident Management, Request Management, and Service Desk activities, in line with defined processes.
• Supporting users through remote and virtual desktop support, ensuring a positive customer experience.
• Collaborating with colleagues across Group IS to meet and exceed SLAs.
• Managing and escalating incidents appropriately to ensure the fastest possible resolution.
• Contributing to and helping deliver continuous improvements across service operations.
• Supporting the implementation of new Service Excellence processes and ways of working.
• Participating in project work, ensuring delivery within agreed timelines and scope.
• Building strong working relationships with local and global teams.

Skills

Incident Management

Service Desk

Remote support

ITIL

English communication

Team collaboration

Networking basics

Tools

Windows OS

Office 365

Remote desktop tools

Job description

Smurfit Westrock in Dublin is seeking a Senior Service Analyst to deliver an excellent IT service experience while supporting its organisation through a digital transformation journey.

The role focuses on day‑to‑day Incident Management, Request Management and Service Desk activities, with remote support and collaboration across Group IS to meet SLAs and drive continuous improvements in service performance.