Senior Service Desk Analyst

Are you ready to shape the future of data?
Matillion is the company behind Maia, the AI Data Automation platform. 
In the AI economy, demand for data is exploding. Manual data engineering can’t keep up. Maia fixes that by combining 15 years of data expertise with agentic AI to eliminate the manual work that slows data teams down. Organisations like Cisco, DocuSign, and Slack are already using it to deliver real business impact, faster.
We started in Manchester and now we’re global - with teams across the UK, US and India.
We are driven, curious, energetic people who move fast, think big and hold ourselves to a high standard. We’re here to make a dent in the universe bigger than ourselves. And we’re looking for people who want to be part of it.

Role Purpose
As an IT Service Desk Analyst in our Hyderabad office, you will be the primary point of contact for our US-based team during their business hours, while also picking up and resolving support tickets raised by our global workforce. Please note: this role covers US business hours, which means working night shifts from our Hyderabad office. This role offers a unique opportunity to work at the forefront of AI-driven support, collaborating with Felix — our AI virtual teammate — to maintain a high-velocity, high-quality service queue.
Your team will leverage advanced AI tools like Claude, Gemini and n8n to automate routine workflows and triage incidents, allowing you to focus your expertise on resolving technical challenges across Windows, macOS, and our SaaS ecosystem. You will operate with significant autonomy as the sole Service Desk analyst on shift, backed by a global IT network across the UK and India, ensuring seamless handovers and collaborative problem-solving.
We are seeking a proactive professional who takes complete ownership of the user experience, blending human technical intuition with AI efficiency to deliver world-class support in a fast-paced, innovative environment.

What You Will Be Doing: Ticket Ownership & Technical Support: Be the primary point of contact for the Service Desk during US hours, triaging and independently troubleshooting hardware, software, network, and application issues across Windows and macOS — supporting our global workforce, with a focus on the US-based team during your shift. Partnering with Felix: Work alongside Felix, our AI virtual Service Desk teammate, picking up tickets it can't fully resolve and using its triage and summaries to work efficiently. Continuously look for opportunities to improve automation and self-service. SLA Management & Escalation: Own tickets end-to-end in the ITSM system, working to ITIL/ITSM best practice and meeting SLA targets, escalating to the wider IT team in the UK — or to third-line specialists and external vendors — only where genuinely necessary, with full context handed over. Identity & Endpoint Management: Execute secure user provisioning and device lifecycle management using Okta, Jamf, and Microsoft Intune to maintain fleet compliance and security integrity. SaaS Platform Administration: Administer core SaaS platforms — including Google Workspace, Slack, Zoom, and the Atlassian suite (Jira, Jira Service Management, Confluence) — managing users, access, configuration, and licensing. Onboarding & Offboarding: Work closely with PeopleOps to onboard and offboard users as they join or leave the organisation, ensuring provisioning and de-provisioning is completed accurately and on time. AI & Automation Tooling: Use AI assistants such as Claude and Gemini, and automation platforms such as n8n, to speed up triage, draft responses, summarise incidents, and automate repetitive workflows; suggest new areas where automation could reduce manual effort. Cross-Timezone Handover & Documentation: Maintain clear, accurate handover notes for the wider IT Service Desk team covering open escalations, overnight developments, and anything requiring follow-up; maintain and improve knowledge base articles and documenta