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 heritage spanning over 75 years. Our company is committed to protecting what matters most — our people, customers, communities, and the environment. We pride ourselves on delivering exceptional customer satisfaction while maintaining a strong focus on sustainability and continuous improvement. Our collaborative, supportive, and friendly workplace fosters career growth and development, enabling our employees to thrive in a dynamic environment. As a market leader, we combine stability with innovation, investing heavily in modern technologies and AI-driven solutions to stay ahead in the industry. Our culture emphasizes teamwork, accountability, adaptability, and ongoing learning, ensuring our workforce remains engaged and motivated. With a comprehensive benefits package, flexible working arrangements, and clear career progression pathways, Macfarlane Packaging offers an environment where employees can build meaningful careers and contribute to our ongoing success.
About The Role
We are seeking a highly skilled and motivated Senior IT Support Analyst to join our IT team at our Coventry Head Office, operating on a hybrid working model. This role is pivotal in managing our helpdesk operations, providing expert second-line support, and leading initiatives to enhance our IT support services through innovative solutions. As part of our strategic investment in modern workplace technologies, including AI-powered service management tools like Freshservice Freddy AI, Microsoft Copilot, and Claude Enterprise, you will have the opportunity to shape the future of IT support within our organization. You will work closely with the IT Manager to improve user experience, streamline support processes, and implement smarter, automated workflows. This position is ideal for an individual passionate about solving technical challenges, with a keen interest in emerging AI technologies and their application in IT support services. You will play a key role in developing documentation, supporting infrastructure projects, and ensuring the delivery of exceptional customer support across the business.
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Qualifications
The ideal candidate will possess a minimum of three years’ experience in an IT support or service desk environment, with at least two years in a second-line support role. Strong technical expertise in Microsoft 365 suite, particularly Entra ID, Intune, Exchange Online, and Microsoft Teams, is essential. Hands-on experience with IT service management platforms such as Freshservice, ServiceNow, Jira Service Management, or Zendesk is highly desirable. Candidates should demonstrate excellent troubleshooting and problem-solving skills, with the ability to communicate complex technical concepts clearly to non-technical users. A proactive approach to managing support queues, prioritizing tasks effectively, and delivering excellent customer service is vital. A genuine interest in AI technologies and their potential to enhance IT service delivery is also important. A full UK driving license is required, as occasional travel to other UK locations may be necessary. Certifications such as Microsoft certifications, ITIL, or experience with modern endpoint management technologies are advantageous but not mandatory.
Responsibilities
- Taking ownership of the Freshservice helpdesk system, ensuring tickets are accurately prioritized and resolved within agreed service levels.
- Providing expert second-line support across Microsoft 365 applications including Entra ID, Intune, Exchange Online, and Teams, as well as other core business applications.
- Acting as the primary technical escalation point, offering guidance and support to colleagues to resolve complex issues efficiently.
- Championing the use of AI-driven tools such as Freshservice Freddy AI, Microsoft Copilot, and automation technologies to improve service delivery and reduce manual administrative tasks.
- Identifying opportunities to streamline support workflows through automation and process improvements.
- Developing, maintaining, and updating knowledge base articles, documentation, and standard operating procedures to ensure consistent and effective support.
- Supporting user onboarding, offboarding, device provisioning, and license management activities.
- Monitoring helpdesk performance metrics, analyzing trends, and recommending continuous improvements to enhance service quality.
- Contributing to infrastructure projects, technology rollouts, and site integrations across the organization.
- Ensuring a high standard of customer service through clear communication, professionalism, and proactive support.
- Managing support requests efficiently within the core working hours of Monday to Friday, 08:00-16:30, with occasional out-of-hours support during major incidents or cybersecurity events.
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Benefits
- Competitive basic salary up to £37,000, complemented by bonus opportunities and a flexible benefits package.
- 25 days of annual leave, increasing to 27 days with service, plus public holidays and an additional holiday purchasing scheme.
- Hybrid working model providing flexibility to balance work and personal commitments.
- Contributory pension scheme, free parking at most locations, and an annual paid volunteering day.
- Access to an employee assistance program, extensive training and development opportunities, and clear pathways for career progression.
- Additional perks include an employee discount scheme, health and dental cover options such as Simply Health or BUPA, family-friendly policies, long service awards, charitable giving initiatives, financial support for eye tests and DSE glasses, EE mobile discounts, and a referral scheme offering a reward of £750 for successful candidate referrals.
Equal Opportunity
At Macfarlane Packaging, we are committed to fostering an inclusive and diverse workplace. We welcome applications from individuals of all backgrounds, regardless of age, gender, disability, race, ethnicity, nationality, religion, sexual orientation, or gender identity. We believe in providing equal opportunities for all candidates and employees, ensuring a fair and respectful environment. If you require any accommodations or support during the recruitment process, please contact our recruitment team. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to succeed.
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