IT Helpdesk Analyst

• Provide first and second line IT support to users across multiple UK locations via phone, email and remote support tools.
• Take ownership of incidents and service requests through to successful resolution within agreed service levels.
• Troubleshoot and resolve issues relating to Windows 11, Microsoft 365 and core business applications.
• Manage user accounts, licences and device provisioning through Microsoft Entra ID and Intune.
• Assist with networking troubleshooting and general IT administration tasks.
• Occasionally provide on-site support at other Macfarlane locations when required.
• Utilise Freshservice and Freddy AI tools to assist with ticket triage, suggested resolutions and knowledge management.
• Use Microsoft Copilot and other AI-enabled technologies to improve efficiency and enhance user support.
• Contribute to the creation and maintenance of knowledge base articles and self-service resources.
• Work closely with the wider IT team to escalate and resolve more complex technical issues.
• Identify recurring issues, trends and opportunities for service improvement.
• Support IT projects, upgrades and rollouts as required.

What You Will Bring We welcome applications from individuals who are technically curious, customer-focused and keen to develop their IT knowledge and experience.

• Some previous experience within an IT Helpdesk, Service Desk or technical support environment.
• Strong communication skills with the ability to explain technical information clearly to non-technical users.
• A logical and methodical approach to problem solving.
• A full UK driving licence.
• Good working knowledge of Windows 11 and end-user device support.
• An interest in emerging technologies and AI-enabled support tools.
• The ability to prioritise workloads effectively and manage competing demands.

Any of the following would also be advantageous but are not essential:

• Experience supporting Microsoft 365 technologies, including Entra ID, Exchange Online, Teams and Intune.
• Experience using Freshservice or ServiceNow, Freddy AI, Microsoft Copilot or similar AI productivity tools.
• Experience with NinjaOne or comparable remote management platforms.
• Microsoft certifications such as MS-900, MD-102 or equivalent.
• Knowledge of cybersecurity fundamentals including MFA, phishing awareness and endpoint protection.

We provide a competitive salary together with a range of flexible benefits which can include:

• 25 days annual leave (pro rata) plus all public/bank holidays
• Contributory pension scheme
• Life assurance
• Free parking at many of our site locations
• Employee Assistance Programme
• Extensive range of training and development opportunities
• Employee discount scheme (discounts on several major retail and leisure brands)
• Simply Health/Dental Cover option for qualifying employees
• Financial support with eye tests and glasses (DSE users only)

We're dedicated to protecting what matters most - our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows. With history stretching back over 75 years, we offer stability whilst always striving for continual growth. Our fast-paced, results-driven approach will challenge and often stretch you, but it will also give you opportunities for personal and professional development. Every colleague has the chance to directly influence our success, leading to real job satisfaction and achievement at all stages of your career. Our IT team plays a vital role in supporting colleagues throughout the UK and Ireland and is currently investing in new technologies, including AI-enabled support tools, to enhance the way we deliver IT services. The IT Helpdesk Analyst Role We're seeking a customer-focused and technically capable IT Helpdesk Analyst to join our in-house IT team on a temporary contract of approximately six months, covering a period of planned team change. Whether you're already working in an IT Helpdesk or Service Desk role, or you're a technically minded individual looking to build a career in IT, this is an excellent opportunity to join the in-house technology team of the UK's leading packaging distributor. Working within a modern Microsoft 365 environment, you'll gain exposure to AI-assisted support technologies whilst helping deliver outstanding IT support to colleagues across our nationwide business. Working as part of a collaborative team, you'll provide first and second line support, take ownership of incidents and service requests, and help deliver a consistently high standard of service to colleagues throughout the business.