Senior IT Support Specialist

2 settimane fa

Florence, Toscana, Italia Smurfit Kappa Group A tempo pieno


Smurfit Kappa Group is seeking a skilled Senior Service Analyst to join their Global IS – Service Excellence function. This role provides an opportunity to be part of a new global IS team and contribute to the company's digital transformation.

As a Senior Service Analyst, you will be responsible for delivering day-to-day activities for Incident Management, Request Management, and Service Desk processes. You will collaborate with service analysts across all GIS functions to meet and exceed agreed Service Level Agreements (SLAs).

The successful candidate will have experience in a Service Management role or end-user support role in a fast-paced industrial or manufacturing industry. They will have practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g., ITIL or similar.

The ideal candidate will have excellent customer service skills, be able to work effectively in a team, and have good business communications skills in English and local language. They will also have a Full Driving License and be willing to travel across local Smurfit Kappa sites.

Key Accountabilities:

  • Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes
  • Collaborate with service analysts across all GIS functions to meet and exceed agreed Service Level Agreements (SLAs)
  • Support, and when required lead, quarterly site Service Reviews
  • Follow up on end-customer surveys feedback
  • Recommend and manage continual improvements to operational procedures
  • Lead project work, to defined timelines and budget

Role Organization and Scope:

  • Reports to: Service Desk Team Lead
  • Business Unit: Global IS – Service Excellence
  • Role type: Permanent

Smurfit Kappa Group is committed to developing a diverse and inclusive workplace culture.

Qualified candidates should submit their resume for consideration.

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