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.