Senior Service Desk Analyst

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 is a global leader in sustainable paper and packaging solutions, operating across Europe and the Americas. We are committed to innovation, sustainability, and delivering value to our customers through smart, future‑focused solutions.

As part of our ongoing transformation, we are building a world‑class Global IS function that enables the business to operate more efficiently, make smarter decisions, and deliver a truly digital future,

The Team

You will be part of the Global IS Service Excellence team, a key function responsible for ensuring high‑quality, reliable IT services across the business.

The team plays a critical role in:

• supporting day‑to‑day IT operations
• maintaining strong service performance
• ensuring a seamless experience for users across multiple regions

By enabling stable and efficient IT services, the team directly supports business continuity, productivity, and the success of our global operations.

Role Summary

As a Senior Service Analyst, you will play a key role in delivering an excellent IT service experience while supporting the organisation through its digital transformation journey.

This is an exciting opportunity to contribute to a fast‑moving, global environment where your work will directly support business users and ensure IT services are delivered effectively and efficiently.

Your role will be essential in maintaining service performance, improving processes, and enabling the wider Global IS team to operate at its best.

Key Responsibilities

In this role, you will be doing:

• 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 Service Level Agreements (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

The Impact

In this role, you will have a direct impact on:

• the quality and reliability of IT services across the organisation
• the day‑to‑day experience of employees and business users
• the success of key digital transformation initiatives

You will help create a more efficient, responsive, and customer‑focused IT environment, enabling the business to operate effectively at scale.

Essential Qualifications & Skills

We will need you to have:

• 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

Location & Ways of Working

We offer a flexible hybrid working model, combining remote working with regular collaboration and time spent in the office to support team connection and delivery.

You may also have the opportunity to visit local Smurfit Westrock sites from time to time.