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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Analyst - **Company:** Macfarlane Packaging - **Location:** Bubbenhall, UK - **Experience:** Expert - **Salary:** £32,000.0 - £37,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, JIRA, Microsoft Online Services, Business Software, Productivity Software, Phishing, Microsoft SharePoint, Microsoft Power Automate, Microsoft InTune, Information Technology, Zendesk, Servicenow - **Published:** July 8, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2856203701-2 ## About the Role * 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 ## Description 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 ## Related Videos - [Passkeys: Truly Phishing-Resistant? 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