Matillion is The Data Productivity Cloud.We are on a mission to power the data productivity of our customers and the world, by helping teams get data business ready, faster. Our technology allows customers to load, transform, sync and orchestrate their data. We are looking for passionate, high-integrity individuals to help us scale up our growing business. Together, we can make a dent in the universe bigger than ourselves.Matillion has a SaaS first approach with a diverse set of technology stacks across multiple pillars. As part of the Security & IT function, this role will be responsible for supporting the day to day operations and management of the Matillion user base.The Service Desk Analyst Apprentice position plays a vital role in response, triage and providing technical support and assistance to end-users within Matillion. Along with this, the role holder will be involved with implementing projects to facilitate growth of business operations and processes. They will also be updating documentation, knowledge base articles and supporting Senior Service Desk Analysts in resolving complex issues.This role will help drive improvements within the business, while ensuring a high standard of support is maintained throughout. This role is an office based role and it's on an 18 month fixed term contract.What you'll be doingFirst Point of Contact, Response and Triage: Be the first point of contact for users who encounter technical issues or require assistance with IT services. Accurately log, categorise, and prioritise support tickets in the IT Service Management system. Perform initial troubleshooting steps and attempt to resolve basic issues during the first contact. Escalate complex issues to the Senior Service Desk Analyst or appropriate IT team members, while ensuring relevant information is documentedUser Support: Provide timely and effective support to end-users on software, hardware, network, and application issues. Guide users through step-by-step solutions and provide training where necessary. Help maintain and update an internal knowledge base with common issues and their resolutionsCommunication: Maintain clear and professional communication with users, keeping them informed of ticket status and progress. Collaborate effectively with other IT team members to resolve issues and share knowledgeHardware Support: Diagnose and troubleshoot technical problems in both Windows and MacOS, utilising a combination of knowledge bases, documentation, and your own expertise to resolve issues promptly. This will also utilise the corresponding MDM platforms to troubleshoot and remediate where possible, using policies within Jamf, Crowdstrike and Microsoft InTuneProject Support: Assist in IT projects, including system upgrades, deployments, and migrations, under the guidance of senior staff. Participate in testing, documentation, and rollout activities for new applications or services. Provide feedback on processes and participate in process improvement initiativesService Management: Adhere to ITIL best practices to ensure consistent and quality service delivery. Ensure all service desk activities are documented and maintained in compliance with company procedures. Participate in regular team meetings to contribute ideas to improve service desk operationsSaas Management: Administer core SaaS platforms such as GSuite, Zoom, Slack and Atlassian (and many more!) to include users and configuration management, licensing and auditingUser Provisioning: Work closely with our PeopleOps team to onboard and offboard users as they join or leave the organisation. This can also include basic training and guidance to users on IT tools, systems, and best practices to help prevent recurring issues and improve user proficiencyContinuous Improvement: At Matillion we work within the ITIL Framework, we are a dynamic, thriving and continually growing company. Therefore we all have to continually adapt and improve our processes and ways of working. Throughout your work, you would be expected to continually look for ways that we can improve on incumbent processes and proceduresWhat we are looking forKeen interest in IT Systems, Support / Service, and keen to build a career in service deliverySome knowledge across multiple operating systems such as MacOS and WindowsExcellent customer service skills - always looking to delight the customer. Strong communication skills and able to communicate technical solutions to non-technical stakeholdersActive listener who can understand a technical issue and respond with clear, unambiguous feedbackGood problem-solving skills, with the ability to be resourceful to seek the best solutionsPossess a learning mindset and is committed to continual professional developmentAbility to work both independently and collaboratively to deliver tasks and objectivesAble to work on multiple tasks at once, delivering these on time and to a high quality standardAt Matillion, we are committed to providing compensation in line with market standards based on the role, job family, job level and country. This role s estimated annual salaried pay range is 24,500. The final salary will be based on your relevant skills, experience, and qualifications demonstrated in the hiring process.Matillion has fostered a culture that is collaborative, fast-paced, ambitious, and transparent, and an environment where people genuinely care about their colleagues and communities. Our 6 core values guide how we work together and with our customers and partners. We operate a truly flexible and hybrid working culture that promotes work-life balance, and are proud to be able to offer the following benefits:- 30 days holiday + bank holidays- 5 days paid volunteering leave- Health insurance- Life Insurance- Access to mental health support- Pension- Career development with access to a Udemy account, Blinkist and much more! More about MatillionThousands of enterprises including Cisco, DocuSign, Pacific Life, Slack, and TUI trust Matillion technology to load, transform, sync, and orchestrate their data for a wide range of use cases from insights and operational analytics, to data science, machine learning, and AI. With over $300M raised from top Silicon Valley investors, we are on a mission to power the data productivity of our customers and the world.We are passionate about doing things in a smart, considerate way. We re honoured to be named a great place to work for several years running by multiple industry research firms. We are dual headquartered in Manchester, UK and Denver, Colorado.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.











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