Service Desk Analyst

Avature; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in sustainable paper and packaging solutions is seeking a Service Management professional to enhance customer experience. This role involves managing service desk processes, collaborating with teams, and delivering project work. Candidates should have experience in service management and strong communication skills.

Qualifications

• Experience in a Service Management role or end-user support role essential.
• Good business communications skills in English and local language essential.

Responsibilities

• Deliver day-to-day activities for Incident Management and Service Desk processes.
• Collaborate with service analysts to meet Service Level Agreements (SLAs).
• Recommend continual improvements to operational procedures.

Skills

Service Management

Customer Support

Communication

Teamwork

Networking

Tools

Windows 11

Windows Server 2012

Windows Server 2016

Windows Server 2019

Office 2013

Office 2016

Office 2019

O365

Job description

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

This role will provide excellent customer experience as part of all business services available to the local organization and will collaborate with and support other local teams across SWR.

Primary Duties

•Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following the documentation available to support these activities

•Collaborate with service analysts across all GIS functions to meet and where possible exceed agreed Service Level Agreements (SLAs)

•Complete relevant training on the execution of all in scope processes and procedures

•Recommend and where applicable deliver continual improvements to operational procedures

•When assigned, deliver project work, to defined timelines and budget

•Complete tasks on handover and implementation of new Service Excellence ways of working from GIS

•May be assigned to other projects and duties

•Experience in a Service Management role or end-user support role in a fast paced industrial or manufacturing industry; essential

•Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar; essential

•Experience of dealing with customers, providing both telephone and remote virtual desktop support; essential

•Service performance measurement and reporting skills; essential

•Experience of communicating effectively and working as part of a team; essential

•Good business communications skills in English and local language; essential

•Basic knowledge of Networking, WAN and LAN technologies; essential

•Technical knowledge of client and server OSs (Windows 11, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365); essential

•Knowledge of Backup & Restore Processes; essential.

•Ability to drive to SWR locations.

•Experience of working at a local, regional, and global level, and understands the benefits and opportunities within this environment.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.