At a Glance
- Tasks: Manage helpdesk operations and enhance user experience with AI tools.
- Company: Join Macfarlane Packaging, a stable and supportive workplace with over 75 years of expertise.
- Benefits: Enjoy a competitive salary, hybrid working, 25 days holiday, and professional development support.
- Other info: Opportunity for career growth in a dynamic, inclusive environment.
- Why this job: Be at the forefront of IT support evolution and make a real impact with AI technology.
- Qualifications: 3+ years in IT support, strong Microsoft 365 knowledge, and excellent communication skills.
Salary: £32,000 – £37,000 depending on experience
Hours: 37.5 hours per week - Monday to Friday, 08:00–16:30
Location: Hybrid - Coventry office base preferred; nationwide applications welcome
Start Date: ASAP
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.
Role Overview: 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
- 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
Personal Specification:
- 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
Employee Benefits:
- £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.
Senior IT Support Analyst employer: Macfarlane Packaging
At Macfarlane Packaging, we pride ourselves on being an excellent employer, offering a stable and supportive workplace where you can thrive in your career as a Senior IT Support Analyst. With a strong focus on employee growth, we provide structured professional development, access to cutting-edge AI tools, and a hybrid working model that promotes work-life balance. Join us in Coventry and be part of a forward-thinking team dedicated to enhancing user experience and driving innovation in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Macfarlane Packaging values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Macfarlane Packaging might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Macfarlane Packaging!
✨Direct Apply to Macfarlane Packaging
Let's not forget to apply directly through the Macfarlane Packaging website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior IT Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Macfarlane Packaging.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Macfarlane Packaging. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Macfarlane Packaging
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
