Service Desk Platform Analyst

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.