About this role
Salary: £32,000 - 37,000 per year
Requirements: At least three years experience in an IT support or service desk environment, including 2nd line technical supportStrong working knowledge of Microsoft 365, particularly Entra ID, Intune, Exchange Online and Microsoft TeamsExperience using an IT service management platform such as Freshservice, ServiceNow, Jira Service Management or ZendeskExcellent troubleshooting and problem-solving skills with the ability to communicate technical concepts clearly to non-technical usersConfidence to manage a busy support queue independently while prioritising competing demands effectivelyGenuine interest in AI technologies and how they can improve IT service deliveryFull UK driving licence, with occasional travel required to other UK locations Responsibilities: Take ownership of the Freshservice helpdesk, ensuring tickets are prioritised and resolved within agreed service levelsProvide expert 2nd line support across Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint and core business applicationsAct as the first technical escalation point, providing guidance and support to colleagues where requiredChampion the use of Freshservice Freddy AI, Microsoft Copilot and automation tools to improve service deliveryIdentify opportunities to streamline support processes and reduce manual administration through automationDevelop and maintain knowledge base articles, documentation and standard operating proceduresSupport user onboarding, offboarding, device provisioning and licence managementMonitor helpdesk performance, identify trends and recommend continuous improvementsContribute to infrastructure projects, technology rollouts and site integrations across the wider businessDeliver an outstanding support experience through excellent communication and customer service Technologies: AICopilotSupportJIRAMicrosoft 365ServiceNowSharePointZendeskOffice 365ITILMobile More:
We are Macfarlane Packaging, a packaging distribution business with more than 75 years of heritage. We are committed to protecting what matters most to our people, customers, communities and the environment, and we offer a highly collaborative, supportive and friendly workplace. This Senior IT Support Analyst role is based at our Coventry Head Office with hybrid working, full-time hours Monday to Friday from 08:00 to 16:30, and a salary of up to £37,000 depending on experience plus bonus and a flexible benefits package including hybrid working, up to 27 days holiday and an annual leave purchasing scheme. We are investing heavily in modern workplace technologies and AI-powered service management, and this is an opportunity to help shape the future of IT support within a growing business with genuine career development and progression opportunities.
last updated 29 week of 2026