Senior IT Support Analyst

Senior IT Support Analyst
Location: Coventry Head Office (Hybrid Working)
Hours: Full time (37.5 hours) Monday to Friday (08:00-16:30)
Package: Basic salary up to £37,000 (dependent on experience) plus bonus and flexible benefits package including hybrid working, up to 27 days holiday (plus additional annual leave purchasing scheme)
Sector: Packaging Distribution
Protecting what matters, together
We're dedicated to protecting what matters most - our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows.
With more than 75 years of heritage, we combine the stability of an established market leader with the ambition and pace of a business committed to continual growth. Every colleague has the opportunity to make a meaningful contribution, whilst benefiting from genuine career development and progression opportunities.
We provide competitive rewards, flexible benefits and a culture built on teamwork, accountability, adaptability and continuous improvement. If you're looking to develop your career within an IT team that's embracing innovation, we'd love to hear from you.
The Senior IT Support Analyst Role
We're investing heavily in modern workplace technologies and AI-powered service management, including Freshservice Freddy AI, Microsoft Copilot and Claude Enterprise, giving you the opportunity to help shape the future of IT support across the business.
As our Senior IT Support Analyst, you'll take ownership of the day-to-day helpdesk operation, providing expert 2nd line support whilst acting as the technical lead for the service desk. Working closely with the IT Manager, you'll help improve user experience, introduce smarter ways of working and play a key role in developing a more efficient, AI-enabled support function.
This is an ideal opportunity for someone who enjoys solving technical challenges whilst influencing how an IT support service continues to evolve.
What you will be doing
· Taking ownership of the Freshservice helpdesk, ensuring tickets are prioritised and resolved within agreed service levels.
· Providing expert 2nd line support across Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint and core business applications.
· Acting as the first technical escalation point, providing guidance and support to colleagues where required.
· Championing the use of Freshservice Freddy AI, Microsoft Copilot and automation tools to improve service delivery.
· Identifying opportunities to streamline support processes and reduce manual administration through automation.
· Developing and maintaining knowledge base articles, documentation and standard operating procedures.
· Supporting user onboarding, offboarding, device provisioning and licence management.
· Monitoring helpdesk performance, identifying trends and recommending continuous improvements.
· Contributing to infrastructure projects, technology rollouts and site integrations across the wider business.
· Delivering an outstanding support experience through excellent communication and customer service.
*Core working hours are Monday to Friday, 08:00-16:30. Whilst out-of-hours support is not a routine requirement, occasional assistance may be required during major service incidents or critical cybersecurity events.
What you will bring
We're looking for an experienced IT professional who combines strong technical expertise with a genuine passion for delivering exceptional customer support.
Ideally, you'll be able to demonstrate many of the following:
· At least three years' experience within an IT support or service desk environment, including 2nd line technical support.
· Strong working knowledge of Microsoft 365, particularly Entra ID, Intune, Exchange Online and Microsoft Teams.
· Experience using an IT service management platform such as Freshservice, ServiceNow, Jira Service Management or Zendesk.
· Excellent troubleshooting and problem-solving skills with the ability to communicate technical concepts clearly to non-technical users.
· The confidence to manage a busy support queue independently whilst effectively prioritising competing demands.
· A genuine interest in AI technologies and how they can improve IT service delivery.
· Full UK driving licence is essential (with occasional travel required to other UK locations)
*Experience with Freshservice, Freddy AI, Microsoft Copilot, Claude Enterprise, NinjaOne, Microsoft certifications, ITIL and modern endpoint management technologies would all be advantageous, although not essential.
What you will get
We provide a competitive basic salary together with bonus opportunities and a flexible employee benefits package which can include:
· 25 days annual leave (rising to 27 days with service) plus all public/bank holidays
· Additional holiday purchasing scheme
· Hybrid working
· Contributory pension scheme
· Free parking at the majority of our locations
· Annual paid volunteering day
· Employee assistance programme
· Extensive training, development and progression opportunities
· Employee discount scheme
· Simply Health/Dental Cover option or BUPA cover for qualifying roles
· Enhanced family-friendly policies
· Long service awards
· Charitable giving initiatives
· Financial support with eye tests and DSE glasses
· EE mobile discount scheme
· Candidate referral scheme (£750 reward)
Your future with us
At Macfarlane Group, you'll have the opportunity to shape your own career within a large and growing business.
Alongside exposure to a modern Microsoft 365 environment and significant investment in AI-powered technologies, you'll benefit from structured development plans, ongoing technical training and genuine opportunities to progress across our wider IT function and the Group as a whole.
Apply Today
We are working swiftly to find the best applicants and hope to hold local interviews ASAP. Please click 'apply' to submit your up-to-date CV. All applications will be acknowledged. If you haven't heard from us within 2-3 weeks, please assume your application was unsuccessful.
We welcome and encourage applications from people of all backgrounds irrespective of age, gender, disability, race, nationality, ethnicity, gender expression, religion or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly.
No recruitment agencies please