AgileGrid Solutions
IT Support Analyst
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About The Company
Macfarlane Packaging is a leading provider in the packaging distribution sector, with a rich heritage spanning over 75 years. Our company is dedicated to protecting what matters most—our people, customers, communities, and the environment. We pride ourselves on fostering a collaborative, supportive, and friendly workplace that encourages growth and development. As an established market leader, we combine stability with innovation, continuously striving for improvement and excellence. Our commitment to customer satisfaction, sustainability, and technological advancement positions us as a forward-thinking organization where employees can build meaningful careers. We offer a competitive rewards package, flexible benefits, and a culture rooted in teamwork, accountability, and continuous learning, making Macfarlane Packaging an ideal place for professionals seeking to develop within a dynamic environment.
About The Role
We are seeking a highly motivated and experienced Senior IT Support Analyst to join our IT team at the Coventry Head Office. This role offers a unique opportunity to be at the forefront of technological innovation within our organization, supporting modern workplace technologies and AI-powered service management solutions. As a key member of the IT support function, you will take ownership of the helpdesk operations, providing expert second-line support and acting as the technical lead for the service desk. Working closely with the IT Manager, you will play a vital role in enhancing user experience, streamlining support processes, and contributing to the development of an AI-enabled support environment. This position is ideal for someone passionate about solving technical challenges and influencing the future of IT support services within a progressive organization.
Qualifications
The ideal candidate will have a strong background in IT support, with a minimum of three years' experience in a similar role, including two years in second-line technical support. A solid understanding of Microsoft 365, particularly Entra ID, Intune, Exchange Online, and Teams, is essential. Experience using IT service management platforms such as Freshservice, ServiceNow, Jira Service Management, or Zendesk is highly desirable. Candidates should possess excellent troubleshooting and problem-solving skills, with the ability to communicate complex technical concepts clearly to non-technical users. A full UK driving license is required, as occasional travel to other locations may be necessary. Knowledge of AI technologies, modern endpoint management, and relevant certifications such as Microsoft certifications or ITIL would be advantageous but are not mandatory.
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Responsibilities
As a Senior IT Support Analyst, your primary responsibilities will include:
- Taking ownership of the Freshservice helpdesk, ensuring tickets are prioritized and resolved within agreed service levels.
- Providing expert second-line support across Microsoft 365 applications, including Entra ID, Intune, Exchange Online, and Teams, offering guidance and technical escalation support to colleagues.
- Championing the use of AI tools such as Freshservice Freddy AI, Microsoft Copilot, and automation technologies, seeking opportunities to improve service delivery and support efficiency through automation.
- Developing and maintaining knowledge base articles, documentation, and standard operating procedures.
- Supporting user onboarding, device provisioning, license management, and offboarding processes.
- Monitoring helpdesk performance, identifying trends, and recommending continuous improvements to maintain high service standards.
- Contributing to infrastructure projects, technology rollouts, and site integrations, ensuring seamless support across the business.
- Delivering excellent customer service through effective communication and technical expertise, with core working hours from Monday to Friday, 08:00-16:30. Occasional out-of-hours support may be required during major incidents or cybersecurity events.
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Benefits
We offer a comprehensive benefits package designed to support your professional and personal well-being. This includes:
- A competitive basic salary with bonus opportunities.
- 25 days of annual leave (rising to 27 days with service) plus public holidays, and an additional holiday purchasing scheme.
- A hybrid working model providing flexibility.
- A contributory pension scheme.
- Free parking at most locations.
- An annual paid volunteering day.
- Employee assistance programs.
- Extensive training and development opportunities.
- Employee discounts.
- Health cover options such as Simply Health or BUPA for qualifying roles.
- Family-friendly policies.
- Long service awards.
- Charitable initiatives.
- Financial support for eye tests and DSE glasses.
- Mobile phone discounts.
- A referral scheme offering rewards for successful candidate recommendations.
Equal Opportunity
Macfarlane Packaging is committed to fostering an inclusive environment where all employees and applicants are treated with respect and fairness. We celebrate diversity and are dedicated to providing equal employment opportunities regardless of age, gender, disability, race, nationality, ethnicity, gender expression, religion, or sexual orientation. We encourage applications from individuals of all backgrounds and are happy to make reasonable adjustments during the recruitment process to support candidates with specific needs. Our goal is to create a workplace that reflects the communities we serve and where everyone can thrive and succeed.
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