Senior Service Desk Analyst
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 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.