Senior IT Support Analyst
- Hiring Organisation
- Macfarlane Packaging
- Location
- CV3, Bubbenhall, Warwickshire, United Kingdom
- Employment Type
- Permanent
- Salary
- £32000 - £37000/annum
join a forward-thinking IT team at a pivotal point in how we deliver and evolve our helpdesk function. We are investing in AI tooling - including Freshservice Freddy AI and Microsoft Copilot - to enhance first-contact resolution, automate triage, and free our analysts to focus on complex problem-solving … acting as the de facto lead across the helpdesk queue, and will work closely with the IT Manager to develop and continuously improve our AI-augmented support model. Key responsibilities: Helpdesk Operations Own the day-to-day management of the Freshservice helpdesk queue, ensuring tickets are triaged, prioritised, and resolved ...