Senior Service Desk Analyst Firenze

Senior Service Desk Analyst
Firenze
Toscana, Firenze

Senior Service Analyst for Italy (Novi Ligure) There has never been a more exciting time to be part of the new global IS team at Smurfit Kappa.

Our vision is to transform our capability and become a digital strategic partner for our customers, delivering a digitally enabled future for SK.

We are undertaking an exciting global IS transformation programme which will set the foundation for our success, and an opportunity exists to join the Global IS – Service Excellence function as a Senior Service Analyst.

About the Role 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 Global IS.

Your Accountabilities 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) Support, and when required lead, quarterly site Service Reviews, presenting SLA reports and collaborate with business stakeholders to optimize site services Follow up on end-customer surveys feedback to establish opportunities for future customer experience improvement Complete relevant training on the execution of all in scope processes and procedures Recommend and where applicable manage continual improvements to operational procedures When assigned, lead project work, to defined timelines and budget Manage tasks on handover and implementation of new Service Excellence ways of working from GIS Transformation into day-to-day operations Role Organization and Scope Reports to: Service Desk Team Lead Business Unit: Global IS – Service Excellence Role type: Permanent Location: Italy ENABLING OUR DIGITAL FUTURE Role organization and scope The role holder will report to the local Service Desk Team Lead and will work closely with other Global IS colleagues to service impacting incidents and to fulfil requests.

Knowledge of supported services and team responsibilities will be required to effectively manage escalations and re-assign incidents and requests for fastest resolution or fulfilment.

Travel across local Smurfit Kappa sites will be required from time to time to support this role, including overnight stays.

This role may act as a deputy in the absence for the local Service Desk Team Lead.

Qualifications, Knowledge, and Experience 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 10, Windows Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365) - ESSENTIAL Knowledge of Backup & Restore Processes - ESSENTIAL Full Driving License - DESIRABLE Experience of working at a local, regional, and global level, and understands the benefits and opportunities within this environment - DESIRABLE IT Operating Model change experience - DESIRABLE Interested in Applying?

Please contact sending your resume.

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