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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Analyst - **Company:** Macfarlane Packaging - **Location:** Coventry, UK - **Salary:** £28,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Artificial Intelligence, Business Software, Knowledge Management, Productivity Software, Azure Active Directory, Phishing, Remote Infrastructure Management, Microsoft Power Automate, Microsoft InTune, Information Technology, Servicenow, User Accounts - **Published:** July 10, 2026 - **Apply:** https://www.totaljobs.com/job/it-helpdesk-analyst/macfarlane-packaging-job107669949 ## About the Role * 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. ## Description * 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. ## Related Videos - [Passkeys: Truly Phishing-Resistant? Implementation and Pitfalls](https://www.wearedevelopers.com/videos/100156-passkeys-truly-phishing-resistant-implementation-and-pitfalls) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Robots are coming into the wild! 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