Service Desk AI Quality Analyst

WTW; Taguig; On-site; PHP 700,000 - 900,000; Full time

Job summary

WTW is seeking an AI Quality & Performance Management professional to monitor and improve AI-enabled Service Desk operations. The role focuses on analyzing AI interactions, identifying quality issues, and driving data-driven improvements across knowledge management, automation, and service desk teams.

You will work with Excel and Power BI to develop dashboards, track trends, and provide actionable recommendations to stakeholders, ensuring improved AI deflection, resolution, and user satisfaction.

Qualifications

• At least 2 years’ experience working in an IT Service Desk, IT operations, or ITSM environment.
• Experience with ServiceNow or a comparable ITSM platform is preferred.
• Experience analyzing operational data, ticket trends, or service performance is preferred.
• Experience working with AI-assisted support, chatbots, automation, or conversational AI is advantageous.

Responsibilities

• Monitor AI-assisted Service Desk performance, including deflection, resolution, escalation, fallback, and containment rates.
• Review AI interactions, failed intents, fallback cases, and escalated conversations to identify quality issues and recurring patterns.
• Tag, classify, and analyze AI failures and user support scenarios.
• Identify gaps in knowledge articles, intents, automation coverage, and AI responses.
• Analyze Service Desk tickets, trends, user feedback, and operational data to identify opportunities for improvement.
• Prepare dashboards, reports, and insights on AI and Service Desk performance using Excel and Power BI.
• Provide structured recommendations and feedback to Knowledge Management, Automation, AI, and Service Desk teams.

Skills

Analytical thinking

Data analysis

Communication

Tools

Excel

Power BI

ServiceNow

Job description

Job Description

Description

Daily Activities

• Monitor AI-assisted Service Desk performance, including deflection, resolution, escalation, fallback, and containment rates.


• Review AI interactions, failed intents, fallback cases, and escalated conversations to identify quality issues and recurring patterns.


• Tag, classify, and analyze AI failures and user support scenarios.


• Identify gaps in knowledge articles, intents, automation coverage, and AI responses.


• Analyze Service Desk tickets, trends, user feedback, and operational data to identify opportunities for improvement.


• Prepare dashboards, reports, and insights on AI and Service Desk performance using tools such as Excel and Power BI.


• Provide structured recommendations and feedback to Knowledge Management, Automation, AI, and Service Desk teams.


• Track improvement actions and assess whether implemented changes are delivering the expected outcomes.


• Support incident, request, and user inquiry management as part of normal Service Desk operations.


• Participate in Service Desk queue management and ensure appropriate handling and escalation of support cases.


• Collaborate with technical and business stakeholders to understand recurring user pain points and service experience gaps.


• Contribute to continual service improvement initiatives and the optimization of AI-assisted support processes.

Business Value

• The Service Desk AI Quality Analyst helps maximize the business value generated from AI-enabled IT support by ensuring that AI capabilities are continuously measured, improved, and aligned with user needs. The role delivers value by:


• Improving AI effectiveness: Identifying and addressing failed intents, inaccurate responses, and ineffective automation.


• Increasing automation value: Identifying opportunities to increase AI deflection and reduce unnecessary human intervention


• Improving user experience: Using user feedback, ticket data, and interaction analysis to identify and resolve recurring experience gaps.


• Reducing support effort: Helping reduce repetitive Service Desk workload through improved knowledge, automation, and AI capabilities.


• Improving service quality: Ensuring AI-assisted support delivers consistent and reliable outcomes.


• Supporting data-driven decisions: Providing measurable insights into AI performance, Service Desk trends, and improvement opportunities.


• Driving continual improvement: Connecting operational Service Desk insights with AI, automation, and Knowledge Management improvement activities.


• Protecting business value from AI investment: Ensuring AI capabilities continue to deliver measurable improvements in efficiency, quality, and customer satisfaction.

The Role

AI Quality & Performance Management

• Monitor and report on key AI performance indicators, including deflection, resolution, escalation, fallback, and containment rates.


• Review AI interactions and identify quality issues, failed intents, and inappropriate or incomplete responses.


• Categorize and analyze AI failure scenarios to identify root causes and recurring patterns.


• Identify opportunities to improve AI intents, conversational flows, knowledge sources, and automation.


• Validate the effectiveness of AI improvements and monitor performance following changes.


• Maintain accurate records of AI quality issues, trends, and improvement opportunities.

Data Analysis & Reporting

• Analyze Service Desk ticket data, AI interaction data, and user feedback to identify trends and service gaps.


• Develop regular AI quality and Service Desk performance reports.


• Create and maintain dashboards and analytical views using Excel, Power BI, or equivalent tools.


• Translate data into clear insights, recommendations, and actionable improvement initiatives.


• Track key performance indicators and identify areas requiring further investigation.


• Knowledge & Automation Improvement


• Identify knowledge gaps that contribute to AI failures or poor user outcomes.


• Recommend improvements to knowledge articles, categorization, intents, and automation coverage.


• Provide structured feedback to Knowledge Management, Automation, AI, and Service Desk teams.


• Support testing and validation of new or enhanced AI and automation capabilities.


• Help ensure knowledge and automation solutions reflect actual user needs and Service Desk demand patterns.

Service Desk Operations

• Handle incidents, service requests, and user support inquiries as required.


• Participate in Service Desk queue management and operational activities.


• Apply standard ITSM processes when handling incidents and requests.


• Escalate issues appropriately and maintain accurate ticket information.


• Use operational experience to identify recurring issues and opportunities for AI or process improvement.

Continual Service Improvement

• Identify recurring Service Desk and AI-related issues and recommend improvement actions.


• Participate in service improvement initiatives and working groups.


• Monitor the outcomes of improvement initiatives and provide evidence of their effectiveness.


• Promote a culture of data-driven, user-focused continual improvement.


• Share insights and trends with relevant stakeholders to support informed decision-making.

Qualifications

The Requirements

Education & Experience

• At least 2 years’ experience working in an IT Service Desk, IT operations, or ITSM environment.


• Practical understanding of incident and service request management.


• Experience with ServiceNow or a comparable ITSM platform is preferred.


• Experience analyzing operational data, ticket trends, or service performance is preferred.


• Experience working with AI-assisted support, chatbots, automation, or conversational AI is advantageous.

Technical & Analytical Skills

• Strong analytical and problem-solving capabilities.


• Good working knowledge of Microsoft Excel, including data analysis and reporting.


• Experience with Power BI or similar business intelligence and visualization tools.


• Ability to interpret data, identify patterns, and translate findings into actionable recommendations.


• Basic understanding of conversational AI concepts, including intents, fallback scenarios, escalation, automation, and knowledge-driven responses.


• Understanding of ITSM principles and Service Desk workflows.

Service & Business Skills

• Strong customer and user service orientation.


• Excellent attention to detail and ability to identify recurring patterns and anomalies.


• Ability to understand both technical and business perspectives.


• Strong written and verbal communication skills.


• Ability to present analytical findings clearly to both technical and non-technical stakeholders.


• Strong collaboration skills and ability to work across Service Desk, AI, Automation, Knowledge Management, and other technology teams.


• Ability to manage multiple priorities and work effectively in an operational environment.

WTW is an Equal Opportunity Employer