Entry AI Service Analyst — Remote, Zendesk & ITIL

ICS AI Ltd; Basingstoke; Hybrid; GBP 27.000 - 30.000; Vollzeit

Benefits dieser Stelle

WFH Allowance £100 per month

Funded ITIL 4 Foundation certification

Vitality Healthcare Plan

Pension Scheme

25 days holiday

Zusammenfassung

ICS.AI is a UK AI consultancy delivering AI transformation to the public sector, including local government and higher education. We are hiring an AI Service Analyst to own day-to-day service management and build the function from the ground up.

You’ll coordinate between clients, delivery/engineering teams, and the Customer Success unit. This is an entry level role, with no need to fix the technology; you’ll determine what is happening, escalate appropriately, and clearly communicate truth to

Qualifikationen

• Excellent written English for professional client communication.
• Strong organisational discipline, able to track many items simultaneously.
• Analytical mindset, comfortable with numbers and spotting patterns.
• Confidence and composure when interacting with clients by email, phone and video.
• Proficiency with Microsoft 365, especially Excel.

Aufgaben

• Run Zendesk platform end to end: review tickets, categorize, prioritise, assign and chase to closure.
• Perform early triage on live AI solutions: check Azure health, interrogate voice/lang platforms, reproduce client reports.
• Lead problem management and RCA: identify patterns, assign causes and document RCAs for clients.
• Communicate with clients and provide service reporting: updates, SLA tracking, weekly reports, monthly/quarterly reviews.
• Do monthly trend analysis across clients and feed insights into product roadmap.
• Design and tune AI agents in Zendesk for triage and first response with guardrails.

Kenntnisse

Written English

Organisational skills

Analytical mindset

Client communication

Microsoft 365

Ausbildung

Entry level / graduate

Tools

Excel

Zendesk

Power BI

Jobbeschreibung

ICS.AI is a UK AI consultancy delivering AI transformation to the public sector, including local government and higher education. We are hiring an AI Service Analyst to own day-to-day service management and build the function from the ground up.

You’ll coordinate between clients, delivery/engineering teams, and the Customer Success unit. This is an entry level role, with no need to fix the technology; you’ll determine what is happening, escalate appropriately, and clearly communicate truth to