Service Desk Platform Analyst

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

📋 Description

• Deliver clear first-line application support through the Intercom Inbox

• Oversee the ticket queue and prioritize tasks in accordance with SLAs

• Document incident lifecycles to facilitate internal handovers and ensure shift continuity

• Identify recurring customer pain points and analyze behavioral trends in coding

• Conduct audits of content gaps utilizing Intercom Content Gap Suggestions and AI-driven recommendations

• Revise, restructure, and enhance Help Centre articles for use by the Intercom Fin AI Agent

• Create Custom Answers and multi-step workflows using Intercom Procedures

• Maintain escalation guidance and structured policies to ensure seamless human handoffs

• Monitor the Fin AI Agent Dashboard and evaluate low CX Score interactions

• Implement weekly optimization loops to boost automated ticket resolution rates

⛳️ Requirements

• Direct hands-on experience in managing Help Centres, building Workflows, or configuring AI Agents in Intercom or a comparable platform

• Proven ability to analyze unstructured chat transcripts, identify logical inconsistencies, and translate data trends into operational improvements

• Outstanding cognitive agility with a history of quickly mastering complex software ecosystems

• Impeccable spoken and written English skills

• Proficiency in at least one additional language

• Willingness to support 24/7 rotating shifts

• Eligibility to work in Italy

🏝️ Benefits

• Structured career progression over a 12-month period

• Opportunity to transition into a specialist AI Optimisation role after the sixth month

• Flexible remote work arrangement