Senior IT Support Analyst – AI-Driven 2nd-Line Desk Hybrid

Macfarlane Packaging seeks an experienced IT support professional to manage the Freshservice helpdesk and deliver 2nd line support across Microsoft 365 and core business apps. You will drive automation, assist with AI tools, and uphold high SLAs while working in a hybrid Head Office setup with nationwide applications.

The role emphasizes clear communication, ticket triage, and collaboration with the IT Manager on automation and process improvements, including site integrations and system

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