Service Desk Analyst

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

At Smurfit Westrock, we are a global leader in sustainable packaging solutions, operating across multiple regions and industries. Our focus is on innovation, collaboration, and delivering long-term value for our customers. As we continue to evolve, digital transformation plays a key role in enabling our business to stay competitive and future-focused.

The Team

You will join our IT Solutions Service Excellence team, a function dedicated to delivering high-quality IT services and exceptional end-user support across the organisation. The team plays a critical role in maintaining business continuity, ensuring systems run efficiently, and continuously improving service delivery standards. Through collaboration with global IS colleagues, the team directly supports operational performance across our sites and functions worldwide.

Role Summary

Service Desk Analyst

This is an exciting opportunity to be part of a dynamic global IT environment, where you will help deliver a seamless service experience to colleagues across the business.

As a Service Analyst, you will play a key role in supporting day-to-day service operations, ensuring incidents and requests are resolved efficiently while contributing to a culture of continuous improvement. Your work will directly support the effectiveness of our group IT function and the wider business.

Key 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

The Impact

In this role, you will be at the heart of delivering reliable and effective IT services that enable colleagues across the business to perform at their best. Your contribution will help improve service quality, enhance user experience, and support the ongoing transformation of our group IT function.

Essential Qualifications & Experience

We will need you to have:

• 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