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Help Desk Analyst

Macfarlane Group UK Ltd

Help Desk Analyst 
Location: Coventry Head Office 
Package: Basic Salary up to £28,000 (dependent on experience) + Bonus & Flexible Benefits Package 
Hours: 37.5 per week (Monday to Friday only)  
Sector: Packaging distribution 
The Company  
Macfarlane Packaging, the UK’s largest packaging distributor have an exciting opportunity for an experienced Helpdesk Support Analyst to join our IT team based at our Head Office. We are a committed equal opportunities employer that champions ‘dignity in the workplace.’ Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider business group. 
The Help Desk Analyst role 
Working as a key member of our Head Office based business solutions team, this is a hands-on, fast-paced help desk role, providing technical support to all our users based across 30+ sites UK wide. As such, you will be the first point of contact via phone, email, and our customer portal, required to manage internal customer liaison, pro-active feedback and responding to customer queries from ticket creation through to resolution. You must be willing to participate in a shift rota system to cover operational helpdesk hours (6am – 5.30pm, Mon – Fri) and key duties will include…  

  • Providing 1st/2nd line technical support in line with the business-driven SLAs 
  • Triage of Support Calls 
  • Trouble shooting, diagnosing, and resolving of application & hardware 
  • Assignment and follow-up with 2nd Line Application Support Engineers, Development Leads, and third parties where necessary 
  • Flagging common issues for problem investigation and resolution 
  • Linking of recurring Incidents to open Problems 
  • Daily/weekly monitoring checks on customer systems as per schedule 
  • Logging and organising hardware maintenance incidents with third party vendors 
  • Recurring activity / data requests from customers 
  • Creating and championing Knowledge for common issues 
  • Occasional site visits (UK wide) to provide ‘on the ground’ support 
  • Maintaining system and operational documentation 
  • Executing administration tasks 
  • Data and asset management (mobile phones, iPads, laptops) 
  • Hardware diagnosis 
  • Laptop and mobile phone configuration 
  • Support of company ERP system 
  • Maintaining and reviewing the ticket-log database – managing ticket status and escalating priority calls as appropriate 
  • Utilizing agency and third-party resources  

Do you have the correct profile?  
Please note we are seeking an experienced IT help desk support analyst on this occasion, so please only apply if you have 6-12 months relevant IT support/helpdesk experience. Ideally, this prior experience will already have seen you touch on many of the duties listed above (so you can hit the ground running with us). 
We are also seeking someone to join us who will be happy to embrace this challenge & commit at this level for at least 18 months and actively master the role ‘inside out’. Whilst we do actively promote from within, opportunities for advancement would only be forthcoming after this period of acclimatization. Please note, our role does require ‘occasional’ site visits during the year (we have locations UK wide), so you must be prepared to support and participate in these as required. Having your own UK valid driving license is therefore essential to be considered. 
In addition, you will also ideally meet the following criteria…  

  • You should have excellent customer service, strong problem-solving skills, an analytical mind, and an excellent IT technical background
  • Due to the nature of tasks involved, security and confidentiality are paramount; an ability to work in a discreet and confidential manner is essential
  • You should have experience of supporting Windows Server 2012, Windows 7, 8 & 10
  • Must have excellent skills in the Microsoft Stack (Microsoft 365, including Office Apps, Teams, SharePoint, Intune) 
  • Knowledge Local Area Networks, Wide Area Networks and Wi-Fi would be an advantage but not essential
  • A desire to learn and embrace new technologies and a “can do” approach is essential

We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender identity, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly.  
Our Benefits 
We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits package can include: –  

  • 25 days annual leave (rising to 27 days with service) plus all public/bank holidays 
  • Additional Holiday purchasing scheme (run annually) 
  • Contributory pension scheme 
  • Geographical salary weighting available at certain specific locations 
  • Free parking at most of our site locations 
  • Annual (company paid) volunteering day 
  • Range of company cars or cash allowance (including hybrid/electric) for qualifying job roles 
  • Employee assistance program to support & advise with well-being & any issues 
  • Extensive range of training/development & potential progression opportunities 
  • Employee discount scheme (discounts on several major retail/leisure brands) 
  • Simply Health/Dental Cover option or BUPA cover for qualifying roles 
  • Enhanced HR policies relating to various employee rights & entitlements 
  • Long service awards (5-40 years) 
  • Charitable giving options 
  • Financial support with eye-tests/purchasing glasses (DSE users only) 
  • O2 Mobile discount scheme (up to 25% off) 
  • Candidate referral scheme (awards £750 for referring successful applicants to Macfarlane job vacancies) 

Macfarlane Group is dedicated to maximizing every employee’s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement. 

How to apply/next steps 
This is an urgent appointment whereby we will be working to identify and review the best of applicants swiftly in the hope of selecting the successful candidate to commence with us ASAP. Please note that Macfarlane Group supports ‘hybrid working’ where possible and we often conduct our first stage interviews via video. To make an application please simply click ‘apply’ ensuring that your CV is up to date and relevant. 
All applications will be acknowledged, shortlisted applicants normally hearing from us within a week or two. Unsuccessful applicants will also be notified at the end of our process, although if you haven’t heard from us within 2-3 weeks of applying, please assume your application has been unsuccessful. 

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