Senior IT Support Analyst

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 Freshservice 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.

Key responsibilities:

Helpdesk Operations

• Own the day-to-day management of the Freshservice helpdesk queue, ensuring tickets are triaged, prioritised, and resolved in line with SLAs
• Provide 2nd line technical support across the Microsoft 365 stack (Entra ID, 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 Freshservice knowledge base, ensuring articles are accurate, current, and structured for AI consumption
• Core working hours are Monday to Friday, 08 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

AI & Automation

• Champion the use of Freshservice 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

User Experience & Communication

• 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

Continuous Improvement

• 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 ID, Intune, Exchange Online, and Teams
• Experience with an ITSM platform (Freshservice, ServiceNow, 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)

Desirable

• Hands-on experience with Freshservice and/or Freddy AI
• Familiarity with Microsoft Copilot, Copilot Studio, or similar AI productivity tools
• Experience using NinjaOne, Microsoft Intune, or other RMM/MDM platforms
• Microsoft certifications (e.g. MS-900, MD-102, MS-102) or equivalent practical experience
• ITIL Foundation certification or working knowledge of ITIL service management principles
• Familiarity with cybersecurity practices relevant to end-user computing (e.g. MFA, endpoint protection, phishing awareness)
• Exposure to IT project work - system rollouts, site integrations, or technology migrations
• Experience in a multi-site or distributed business environment

*£32,000 £37,000 per annum, depending on experience *Hybrid / flexible working arrangements *Pension scheme *25 days holiday plus bank holidays *Access to Group employee benefits and discount schemes *Structured professional development and support for relevant certifications *Exposure to a modern Microsoft 365-centric environment with real investment in AI tooling

Equal Opportunities Macfarlane Packaging is an equal opportunities employer. We are committed to creating an inclusive environment for all employees and welcome applications from candidates of all backgrounds.

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.

We re now looking for a Senior IT Support Analyst to join our Head Office function based in Coventry.