• Service Desk Analyst

    WestRock Company (Irving, TX)


    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

    \u2022 Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following the documentation available to support these activities

    \u2022 Collaborate with service analysts across all GIS functions to meet and where possible exceed agreed Service Level Agreements (SLAs)

    \u2022 Complete relevant training on the execution of all in scope processes and procedures

    \u2022 Recommend and where applicable deliver continual improvements to operational procedures

    \u2022 When assigned, deliver project work, to defined timelines and budget

    \u2022 Complete tasks on handover and implementation of new Service Excellence ways of working from GIS

    \u2022 Transformation into day-to-day operations

    \u2022 May be assigned to other projects and duties

    \u2022 Experience in a Service Management role or end-user support role in a fast paced industrial or manufacturing industry; essential

    \u2022 Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar; essential

    \u2022 Experience of dealing with customers, providing both telephone and remote virtual desktop support; essential

    \u2022 Service performance measurement and reporting skills; essential

    \u2022 Experience of communicating effectively and working as part of a team; essential

    \u2022 Good business communications skills in English and local language; essential

    \u2022 Basic knowledge of Networking, WAN and LAN technologies; essential

    \u2022 Technical knowledge of client and server OSs (Windows 11, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365); essential

    \u2022 Knowledge of Backup & Restore Processes; essential.

    \u2022 Ability to drive to SWR locations.

    \u2022 Experience of working at a local, regional, and global level, and understands the benefits and opportunities within this environment.

    \u2022 IT Operating Model change experience; desired

     

    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.

     

    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.