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Service Analyst – IT Solutions Service Excellence at Smurfit Westrock
We are a global leader in sustainable packaging solutions, operating across regions and industries. Our strategy is built on innovation, collaboration, and long-term value—and as we evolve, digital transformation plays a pivotal role in keeping us competitive and future-focused.
The Team
You will join our IT Solutions Service Excellence team, a function dedicated to high-quality IT services and exceptional end-user support across the organisation. The team ensures business continuity, optimises system efficiency, and drives improvements in service delivery. Through collaboration with global IS colleagues, they directly support operational performance worldwide.
About the Role
This is an exciting opportunity to work in a dynamic global IT environment, helping deliver a seamless experience to colleagues.
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As a Service Analyst, you’ll support day-to-day IT operations, ensuring incidents and requests are resolved efficiently while contributing to a culture of continuous improvement. Your work will directly enhance the effectiveness of our group IT function and the wider business.
Key Responsibilities
- Supporting Incident Management and Request Management processes to ensure swift resolution
- Providing a high-quality customer experience through service desk activities and user support
- Collaborating with Global IS teams to meet and exceed Service Level Agreements (SLAs)
- Following established processes while 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
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The Impact
By taking on this role, you’ll be at the heart of reliable IT service delivery, enabling colleagues to perform at their best. Your contribution will help:
- Improve service quality
- Enhance user experience
- Support ongoing transformation of our IT function
Essential Qualifications & Experience
- 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 in a team environment
- Experience in a fast-paced, operational, or industrial environment
Location & Working Arrangement
We offer a flexible hybrid working model, with regular office collaboration to support teamwork and connectivity.
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