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.