Salary: £32,000 – 37,000 per year
Requirements
- We require 3+ years of experience in an IT support or service desk role, including 2nd line technical support.
- We require strong working knowledge of Microsoft 365, particularly Entra ID, Intune, Exchange Online, and Teams.
- We require experience with an ITSM platform such as Freshservice, ServiceNow, Zendesk, Jira Service Management, or similar.
- We require confident communication skills and the ability to explain technical issues clearly to non-technical users.
- We require the ability to manage a busy queue independently and prioritise effectively.
- We require a genuine interest in AI tooling and how it can improve IT service delivery.
- We require a full UK driving licence, as occasional travel to UK sites is required.
- We would value hands-on experience with Freshservice and/or Freddy AI.
- We would value familiarity with Microsoft Copilot, Copilot Studio, or similar AI productivity tools.
- We would value experience using NinjaOne, Microsoft Intune, or other RMM/MDM platforms.
- We would value Microsoft certifications such as MS-900, MD-102, or MS-102, or equivalent practical experience.
- We would value ITIL Foundation certification or working knowledge of ITIL service management principles.
- We would value familiarity with cybersecurity practices relevant to end-user computing, such as MFA, endpoint protection, and phishing awareness.
- We would value exposure to IT project work such as system rollouts, site integrations, or technology migrations.
- We would value experience in a multi-site or distributed business environment.
Responsibilities
- We own the day-to-day management of the Freshservice helpdesk queue, ensuring tickets are triaged, prioritised and resolved in line with SLAs.
- We provide 2nd line technical support across the Microsoft 365 stack and core business applications.
- We act as the first point of escalation for the helpdesk team, providing technical guidance and quality oversight.
- We maintain and improve the Freshservice knowledge base, ensuring articles are accurate, current, and structured for AI consumption.
- We champion the use of Freshservice Freddy AI, including auto‑triage, auto‑categorisation and automated response workflows.
- We work with the IT Manager to identify and implement automation opportunities that reduce manual ticket handling.
- We monitor AI‑deflection rates and first‑contact resolution metrics, making data‑driven recommendations for improvement.
- We leverage Microsoft Copilot and Claude Enterprise for drafting technical responses, summarising incident trends and knowledge base creation.
- We ensure all users receive timely, clear and professional communication throughout their ticket lifecycle.
- We identify recurring issues and proactively communicate workarounds or solutions to the wider business.
- We assist with onboarding and offboarding processes, device provisioning and licence management.
- We produce regular reporting on helpdesk performance, SLA adherence and ticket trends, presenting insights to the IT Manager.
- We contribute to IT projects and initiatives as required, including site integrations and system rollouts.
- We maintain and improve standard operating procedures and runbooks.
Technologies
- AI
- Copilot
- Support
- ITIL
- ITSM
- JIRA
- Microsoft 365
- Microsoft Intune
- ServiceNow
- Zendesk
- Office 365
- SharePoint
More
We are Macfarlane Packaging, with over 75 years of expertise protecting what matters for our people, customers and the environment. We are offering a senior IT support opportunity within our Head Office function in Coventry, working in a hybrid set‑up with nationwide applications welcome. This role sits within a forward‑thinking IT team at a pivotal point in how we deliver and evolve our helpdesk function, with investment in modern AI tooling including Freshservice Freddy AI and Microsoft Copilot. We offer a stable, supportive workplace with flexible working arrangements, a pension scheme, 25 days holiday plus bank holidays, access to employee benefits and discount schemes, and structured professional development with support for relevant certifications.
We are an equal opportunities employer and welcome applications from candidates of all backgrounds.
last updated 27 week of 2026
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