Packaging Design
& Manufacture
Packaging Design
& Manufacture

IT Helpdesk Support Analyst Apprentice

IT Helpdesk Support Analyst Apprentice
Sector: Packaging Distribution
Location: Coventry (Middlemarch Business Park)
Apprentice entry-level role, Basic Salary in line with National Minimum Wage
£12,792 – £17,076 per annum (dependant on age) &company benefits  
The Company
Macfarlane Group PLC is the UK’s largest packaging distributor and our Head Office are seeking to urgently hire an apprentice Helpdesk Support Analyst to undertake an advanced infrastructure technician programme whist providing support to our multi-site business from our central IT support team based in Coventry. As a business, we are passionate about providing fully integrated and innovative packaging solutions augmented by outstanding customer service. As a Group we are continuing to grow significantly and always keen to attract and develop talented new individuals.
The IT Helpdesk Support Analyst Role
Macfarlane Group are now recruiting an Apprentice IT Helpdesk Support Analyst to be based at our Head Office in Coventry. This is a busy helpdesk based role and involves providing technical and business support to users across 18 UK sites. Working in a dynamic and fast moving environment, within an organisation that is making significant investments in IT systems and infrastructure – this role provides a fantastic opportunity for the right person to develop their career in a market-leading business. Duties will include:

  • Providing 1st/2nd line technical support in line with the business-driven SLAs
  • Maintaining and reviewing the call-log database – managing call-log status and escalating priority calls as required
  • Utilising agency and third party resources
  • Executing administration tasks
  • Data and asset management (mobile phones, iPads, laptops)
  • Support of company ERP system

The initial contract of employment will be apprenticeship based (advanced, Infrastructure Technician Level 3 award upon completion, with an 18 month duration and working ours are set at 40 per week spread across Monday to Friday.

Do you have the correct profile?
In terms of technical skills, the right candidate will ideally have most if not all of the below (in terms of knowledge/previous exposure or knowledge)…

  • Active Directory – reset passwords, unlock accounts
  • Microsoft Office 2007, 2010, 2013 & 2016
  • Knowledge of WANS, LANS and WI-FI (advantageous)
  • IP telephone systems (advantageous)
  • Strong communicator
  • Good interpersonal skills

Some training can be provided early on to bridge any gaps. You will be driven by customer service and will have excellent problem-solving skills with a can-do attitude. You will have a confident telephone manner, being accustomed to communicating with people across all levels. In addition, we would certainly expect the successful applicant to demonstrate the following…
Personal qualities

  • Eagerness to learn/develop
  • Confidence
  • Team Player
  • Genuine interest in IT/Computing
  • Positive attitude towards work
  • Self-motivated
  • Well presented
  • Logical thinking
  • Good time keeping

Desired qualifications
Five or more GCSEs (or equivalent) at A-C level which must maths & English (or be willing to improve maths/English grades as part of training)
The Package
In return we offer a competitive basic starting salary and a flexible employee benefits scheme that includes: 25 days annual leave (rising up to 27 days with service plus all bank holidays), additional holiday purchasing scheme, contributory pension & employee discount scheme. Macfarlane Group is also dedicated to maximising every employee’s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement – it is always our intention that successful apprentices are provided with the opportunity to take up permanent employment upon completion of their contract.
Next Steps
This is an urgent hire whereby shortlisted applicants can therefore expect to be invited swiftly for local interviews. We are seeking someone to commence the role ASAP. To make an application please simply click ‘apply’ ensuring that your CV is up to date and relevant. Please note that all shortlisted candidates can generally expect to hear back from us within ten working days of making their application.