AI Service Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the Zendesk platform from start to finish by evaluating incoming tickets, categorizing and prioritizing them according to an ITIL-aligned framework, assigning them to the appropriate resolver, and ensuring their closure.

• Conduct initial triage on active AI solutions by monitoring Azure service health, analyzing voice and language platforms, and replicating client-reported issues.

• Execute problem management and root cause analysis, identify incident trends, assign causes, and create RCA documents for clients.

• Facilitate client communication and service reporting, including proactive updates, SLA tracking, weekly report packages, and service content for monthly and quarterly evaluations.

• Carry out monthly trend analysis across the client portfolio.

• Provide structured live-service feedback to inform the product roadmap.

• Design, develop, shadow-run, and optimize no-code AI agents within Zendesk for triage, classification, and initial response.

• Establish guardrails defining tasks that an AI agent is never permitted to handle independently.

• Coordinate among clients, delivery and engineering teams, and Customer Success.

⛳️ Requirements

• Exceptional written English — clear, precise, and suitable for a professional client audience.

• Strong organizational skills and the ability to manage multiple open items without oversight.

• Analytical mindset; comfortable with numerical data and identifying patterns.

• Confidence and poise in direct client interactions via email, phone, and video, even in challenging situations.

• Proficiency with Microsoft 365, especially Excel.

• Genuine enthusiasm for AI and its applications in public services.

• Eligibility to work in the UK.

• Visa sponsorship is not available.

• ITIL 4 Foundation certification is desirable but not mandatory at the time of appointment; it will be funded within the first three months.

• Any experience with ticketing platforms such as Zendesk, ServiceNow, Freshdesk, or Jira Service Management, including during a placement year.

• Experience in local government, higher education, or the broader public sector.

• Familiarity with generative AI tools or experience in configuring or prompting them.

• Exposure to chatbot, virtual agent, or workflow automation configuration.

• Basic understanding of cloud concepts, particularly Microsoft Azure, or experience with Power BI or similar tools.

• Coding or software engineering skills are not required.

• Knowledge of machine learning or data science is not necessary.

• Infrastructure, networking, or telephony engineering expertise is not needed.

• Previous line management or commercial experience is not a requirement.

🏝️ Benefits

• Advancement to the top of the salary band upon completing the ITIL 4 Foundation and a six-month review.

• A structured twelve-month development framework with evaluations at three, six, nine, and twelve months.

• Clear pathway to the role of Senior AI Service Analyst.

• Funded ITIL 4 Foundation certification.

• £100 per month Work From Home allowance.

• Vitality Healthcare Plan.

• Pension Scheme.

• 25 days of holiday.