Service Desk Platform Analyst

3 settimane fa

Italia Forwood Safety Tempo pieno

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We are an enterprise application provider operating a 24/7 Service Desk supporting global customers. We are currently utilizing Intercom to power our automated support. We are seeking an analytically minded, process-driven, and technically curious analyst to help scale our automation footprint while elevating customer sentiment. This Role Features a Structured 12-month Career Progression Months 1–6 (Foundational Support Phase): Work closely as a frontline Service Desk agent. You will handle customer tickets, master our support workflows, and build an intimate knowledge of our complex enterprise software product. Month 6+ (AI Optimisation Phase): Transition into a specialist role focused on optimisation. You will use data and hands-on product insights to scale our Intercom Fin AI Agent and continuously improve automated ticket resolution rates.

Key Responsibilities
Phase 1: Ticket Mastery & Product Discovery (Months 1–6) Provide clear first line application support via the Intercom Inbox. Manage the ticket queue, prioritizing tasks strictly in accordance with SLAs. Document incident lifecycles to create a flawless context layer for internal handovers and shift continuity. Spot repeating customer friction points and code behavior trends during daily support. Phase 2: Intercom Fin AI Agent Optimization (Month 6 Onwards) Audit Content Gaps: Actively leverage Intercom’s Content Gap Suggestions and AI powered recommendations to rewrite, restructure, and optimize Help Centre articles specifically for Fin consumption. Implement Complex Paths: Build precise Custom Answers and multi-step workflows utilizing Intercom Procedures to handle conversational tasks safely without human touchpoints. Refine Fin Guidance & Escalations: Maintain natural-language Escalation Guidance and structured policies to ensure Fin transitions angry or highly specific tier-2 scenarios smoothly to humans, instantly protecting the CX score. Performance Analysis: Monitor the Fin AI Agent Dashboard, isolating bad interactions (CX Score 1–2) to execute weekly optimization loops. Required Skills And Experience Intercom Expertise (or similar platform): Direct hands-on experience in maintaining Help Centres, building Workflows, or managing AI Agent configurations. Analytical Engine: Demonstrable talent for examining unstructured chat transcripts, identifying system logic flaws, and converting data trends into operational adjustments. Rapid Technical Learner: Exceptional cognitive agility with a record of mastering complex software ecosystems quickly. Language & Communication: Flawless spoken and written English skills, plus fluency in at least one additional language. Operational Adaptability: Ready to support 24/7 rotating shift requirements to capture global data points.

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