Remote AI Service Analyst: Build AI Agents & Manage Tickets

ICS.AI Limited; Basingstoke; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

WFH Allowance £100 pm

Vitality Healthcare Plan

Pension Scheme

25 days holiday

Job summary

ICS.AI Limited in the UK is hiring an AI Service Analyst to own the day-to-day operation of the service management function, remote within the UK with occasional travel to Basingstoke and client sites.

You will coordinate between clients, the delivery and engineering teams, and the Customer Success team, focusing on clear communication and issue triage. This is an entry-level role with ITIL training and a defined development path.

Qualifications

• Excellent written English and professional communication.
• Strong organisational discipline and ability to track many items.
• Analytical mindset with comfort around numbers and patterns.
• Confident communication with clients via email, phone and video.

Responsibilities

• Run Zendesk end-to-end, categorize and prioritise tickets per ITIL-aligned model.
• Triage live AI solutions, check Azure health, reproduce issues for resolution.
• Perform root cause analysis and author RCA documents for clients.
• Provide client updates, SLA tracking, and monthly/quarterly service reports.
• Analyze monthly portfolio trends and feed insights into the product roadmap.
• Design and tune AI agents in Zendesk for triage and first response.

Skills

Excellent English

Organisational skills

Analytical mindset

Client communication

Microsoft Excel

Interest in AI

Tools

Zendesk

ServiceNow

Freshdesk

Jira Service Management

Job description

ICS.AI Limited in the UK is hiring an AI Service Analyst to own the day-to-day operation of the service management function, remote within the UK with occasional travel to Basingstoke and client sites.

You will coordinate between clients, the delivery and engineering teams, and the Customer Success team, focusing on clear communication and issue triage. This is an entry-level role with ITIL training and a defined development path.