Senior IT Support Analyst

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Senior IT Support Analyst

Salary: £32,000 – £37,000 depending on experience.

Hours:

37.5 hours per week – Monday to Friday, 08:00-16:30.

Location:

Hybrid – Coventry office base preferred; nationwide applications welcome.

Start Date:

ASAP.

At Macfarlane Packaging, we protect what matters – our people, customers and the environment. With over 75 years of expertise, we offer a stable, supportive workplace where you can build a long‑term career.

This is an exciting opportunity for an experienced IT support professional to join a forward‑thinking IT team at a pivotal point in how we deliver and evolve our helpdesk function. We are investing in AI tooling – including Fresh service Freddy AI and Microsoft Copilot – to enhance first‑contact resolution, automate triage, and free our analysts to focus on complex problem‑solving and user experience.

This role sits at the centre of that transition: you will be both a skilled technical responder and a key contributor to building a smarter, more efficient support service. You will operate with a high degree of autonomy, acting as the de‑facto lead across the helpdesk queue, and will work closely with the IT Manager to develop and continuously improve our AI‑augmented support model.

• Own the day‑to‑day management of the Fresh service helpdesk queue, ensuring tickets are triaged, prioritised, and resolved in line with SLAs
• Provide 2nd line technical support across the Microsoft 365 stack (Entra , Intune, Exchange Online, SharePoint, Teams) and core business applications
• Act as the first point of escalation for the helpdesk team, providing technical guidance and quality oversight
• Maintain and improve the Fresh service knowledge base, ensuring articles are accurate, current, and structured for AI consumption
• Core working hours are Monday to Friday, 08:00‑16:30 (37.5 hours per week). Out‑of‑hours availability is not a routine requirement of this role; however, the postholder may occasionally be contacted outside these hours in the event of a critical IT incident such as a significant cybersecurity threat or major service outage

• Champion the use of Fresh service Freddy AI, including auto‑triage, auto‑categorisation, and automated response workflows
• Work with the IT Manager to identify and implement automation opportunities that reduce manual ticket handling
• Monitor AI‑deflection rates and first‑contact resolution metrics, making data‑driven recommendations for improvement
• Leverage Microsoft Copilot and Claude Enterprise for drafting technical responses, summarising incident trends, and knowledge base creation

• Ensure all users receive timely, clear, and professional communication throughout their ticket lifecycle
• Identify recurring issues and proactively communicate workarounds or solutions to the wider business
• Assist with onboarding and offboarding processes, device provisioning, and licence management

• Produce regular reporting on helpdesk performance, SLA adherence, and ticket trends, presenting insights to the IT Manager
• Contribute to IT projects and initiatives as required, including site integrations and system rollouts
• Maintain and improve standard operating procedures and runbooks

• 3+ years’ experience in an IT support or service desk role, including 2nd line technical work
• Strong working knowledge of Microsoft 365 – particularly Entra , Intune, Exchange Online, and Teams
• Experience with an ITSM platform (Fresh service, Service Now, Zendesk, Jira Service Management, or similar)
• Confident communicator with the ability to explain technical issues clearly to non‑technical users
• Self‑motivated with the ability to manage a busy queue independently and prioritise effectively
• A genuine interest in AI tooling and how it can improve IT service delivery
• Full UK Driving Licence (occasional travel to UK sites is required)

• Hands‑on experience with Fresh service and/or Freddy AI
• Familiarity with Microsoft Copilot, Copilot Studio, or similar AI productivity tools
• Experience using Ninja One, Microsoft Intune, or other RMM/MDM platforms
• Microsoft certifications (e.g. MS‑900,…