Senior Service Desk Analyst
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What you'll do
- Be the primary point of contact for our US-based team during their business hours
- Pick up and resolve support tickets raised by our global workforce
- Cover US business hours, which means working night shifts from our Hyderabad office
- Collaborate with Felix — our AI virtual teammate — to maintain a high-velocity, high-quality service queue
- Leverage advanced AI tools like Claude, Gemini and n8n to automate routine workflows and triage incidents
- Resolve technical challenges across Windows, macOS, and our SaaS ecosystem
- Operate with significant autonomy as the sole Service Desk analyst on shift, backed by a global IT network across the UK and India
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
Company
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