> Markdown version of [/jobs/ext/1202296-senior-it-support-analyst](https://www.wearedevelopers.com/jobs/ext/1202296-senior-it-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Analyst - **Company:** Macfarlane Group Plc - **Location:** Coventry, UK - **Experience:** Expert - **Salary:** £37,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, JIRA, Microsoft Online Services, Business Software, Microsoft SharePoint, Microsoft Power Automate, Microsoft InTune, Zendesk, Servicenow - **Published:** July 8, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=b9a3c707c2d9f864 ## About the Role We're looking for an experienced IT professional who combines strong technical expertise with a genuine passion for delivering exceptional customer support. Ideally, you'll be able to demonstrate many of the following: At least three years' experience within an IT support or service desk environment, including 2nd line technical support. Strong working knowledge of Microsoft 365, particularly Entra ID, Intune, Exchange Online and Microsoft Teams. Experience using an IT service management platform such as Freshservice, ServiceNow, Jira Service Management or Zendesk. Excellent troubleshooting and problem-solving skills with the ability to communicate technical concepts clearly to non-technical users. The confidence to manage a busy support queue independently whilst effectively prioritising competing demands. A genuine interest in AI technologies and how they can improve IT service delivery. Full UK driving licence is essential (with occasional travel required to other UK locations) * Experience with Freshservice, Freddy AI, Microsoft Copilot, Claude Enterprise, NinjaOne, Microsoft certifications, ITIL and modern endpoint management technologies would all be advantageous, although not essential. ## Description As our Senior IT Support Analyst, you'll take ownership of the day-to-day helpdesk operation, providing expert 2nd line support whilst acting as the technical lead for the service desk. Working closely with the IT Manager, you'll help improve user experience, introduce smarter ways of working and play a key role in developing a more efficient, AI-enabled support function. This is an ideal opportunity for someone who enjoys solving technical challenges whilst influencing how an IT support service continues to evolve. What you will be doing Taking ownership of the Freshservice helpdesk, ensuring tickets are prioritised and resolved within agreed service levels. Providing expert 2nd line support across Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint and core business applications. Acting as the first technical escalation point, providing guidance and support to colleagues where required. Championing the use of Freshservice Freddy AI, Microsoft Copilot and automation tools to improve service delivery. Identifying opportunities to streamline support processes and reduce manual administration through automation. Developing and maintaining knowledge base articles, documentation and standard operating procedures. Supporting user onboarding, offboarding, device provisioning and licence management. Monitoring helpdesk performance, identifying trends and recommending continuous improvements. Contributing to infrastructure projects, technology rollouts and site integrations across the wider business. Delivering an outstanding support experience through excellent communication and customer service. * Core working hours are Monday to Friday, 08:00-16:30. Whilst out-of-hours support is not a routine requirement, occasional assistance may be required during major service incidents or critical cybersecurity events. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)