高级服务台分析师
Senior Service Desk Analyst
准备塑造数据的未来了吗？
Matillion 是 Maia —— 一款 AI 数据自动化平台的开发商。
在人工智能经济中，对数据的需求正在激增。手动的数据工程无法跟上步伐。Maia 通过结合 15 年的数据专业知识与代理型 AI，消除拖慢数据团队效率的手动工作。思科（Cisco）、DocuSign 和 Slack 等组织已经使用它来更快地实现实际的业务影响。
我们从曼彻斯特起步，现在已走向全球——在英国、美国和印度都有团队。
我们是一群充满激情、好奇、精力充沛的人，我们行动迅速、思维宏大，并对自己设定了高标准。我们希望在宇宙中留下比自身更大的印记。我们正在寻找愿意加入我们的人。
职位职责
作为海得拉巴办公室的 IT 服务台分析师，你将在美国团队的办公时间内成为他们的主要联系人，同时处理来自全球员工的支持工单。请注意：该职位涵盖美国办公时间，这意味着你需要从海得拉巴办公室进行夜班工作。这个职位提供了一个独特的机会，在 AI 驱动的支持前沿工作，与我们的 AI 虚拟同事 Felix 合作，以保持高速度、高质量的服务队列。
你的团队将利用先进的 AI 工具如 Claude、Gemini 和 n8n 来自动化常规流程和事件分类，使你可以专注于解决 Windows、macOS 以及我们的 SaaS 生态系统中的技术难题。你将拥有高度的自主权，作为当班唯一的服务台分析师，由横跨英国和印度的全球 IT 网络支持，确保无缝交接和协作解决问题。
我们寻求一位积极主动的专业人士，能够全面负责用户体验，将人类的技术直觉与 AI 的效率相结合，在快节奏、创新的环境中提供世界级的支持。
关于 Matillion
我们推行一种灵活的工作文化，促进工作与生活的平衡，福利包括：
- 公司股权
- 27 天带薪休假
- 12 天公司假期
- 5 天带薪志愿休假
- 团体医疗保险（GMC）
- 增强的育儿假政策
- MacBook Pro
你的安全
Matillion 的招聘人员只会通过 @matillion.com 邮箱联系你。我们偶尔会与值得信赖的招聘合作伙伴合作；他们都会告诉你他们是代表我们工作的。我们不会……
查看英文原文
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.
More about Matillion
We operate a flexible working culture that promotes work-life balance, with benefits including:
- Company Equity
- 27 days paid time off
- 12 days of Company Holiday
- 5 days paid volunteering leave
- Group Mediclaim (GMC)
- Enhanced Parental leave policies
- MacBook Pro
Your Safety
Matillion recruiters will only contact you from @matillion.com email addresses. We occasionally work with trusted recruiting partners; they will always tell you they are working on our behalf. We will never ask for money, fees, or bank details at any point in the hiring process. If something feels off, trust that instinct. Don't click any links. Go straight to matillion.com/careers to verify open roles or reach us at talent@matillion.com.
Want to know more?
Don't tick every box? Apply anyway. We hire for potential, not just experience. A member of our Talent Acquisition team will be in touch.
Cannot find anything suitable role right now? We still want to hear from you. Drop us a line at talent@matillion.com.
Find out more about life on #TeamGreen here.
Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type. Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.
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 documentation.
Change & Project Support: Take ownership of smaller changes and contribute to larger IT projects — system upgrades, deployments, and migrations — including testing, documentation, and rollout.
What We Are Looking For
Technical / Role Specific — Essential
2–4 years' experience in a 2nd line or standalone IT support role, with a track record of resolving complex issues independently rather than simply triaging them.
Strong working knowledge of both Windows and macOS environments.
Hands-on experience administering an identity provider (e.g. Okta or similar) and an MDM platform (e.g. Jamf, Intune).
Comfortable working within ITIL/ITSM frameworks and using a ticketing system such as Jira Service Management, with a genuine understanding of SLAs and the ability to work effectively within them.
Practical experience with core SaaS platforms: Google Workspace, Slack, Zoom, and the Atlassian suite.
Comfortable using AI assistants (e.g. Claude, Gemini) as part of daily troubleshooting, documentation, and communication, and genuinely enthusiastic about working alongside an AI virtual teammate (Felix) rather than seeing it as a threat.
A self-starter who can review and improve business processes, take ownership of IT initiatives, and prioritise workload based on urgency and impact.
Desirable
Experience with Confluence for documentation and knowledge base management.
Exposure to workflow automation tooling such as n8n, or a strong enthusiasm to learn it, to build or improve automations.
Experience with endpoint security / EDR tooling (e.g. CrowdStrike).
Experience working in a SaaS-first, multi-office, or globally distributed organisation, including handing over work across time zones.
Experience with software licence audits and vendor management.
Familiarity with formal change management processes and change tickets.
Personal Capabilities Required
This role covers US business hours (night shift) and is based in our Hyderabad office.
Comfortable working with a high degree of autonomy as the only Service Desk analyst on shift, with the judgement to know when to handle something yourself and when to escalate to the wider IT team in the UK, rather than relying on a local backup.
Excellent verbal and written communication skills, with the ability to translate technical detail for non-technical stakeholders and write clear handover notes for colleagues in other time zones.
A genuine sense of ownership — proactively drives tickets and projects to resolution rather than waiting to be told what to do.
Ability to manage your own workload, prioritise effectively and stay organised under pressure.
The business invests significantly in personal development; a strong desire to use these opportunities and turn new skills into continual service improvement is important to success.