AI Service Analyst

ICS AI Ltd

. Run the Zendesk platform end to end by reviewing incoming tickets, categorising and prioritising them against an ITIL-aligned model, assigning them to the right resolver and chasing them to closure .

Posted 9/15/2026full-timeRemote • United KingdomMid-LevelSenior💰 £26,500 - £30,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the Zendesk platform, including ticket categorization, prioritization, and client communication. Proficient in analyzing service trends and providing structured feedback to enhance AI solutions in public services.

Highest-signal resume keywords

Zendesk Platform ManagementITIL-Aligned Problem ManagementClient CommunicationMicrosoft 365 ProficiencyGenerative AI Familiarity

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticketing Platform ExposureRoot Cause AnalysisTrend AnalysisNo-Code AI Agent DesignAzure Service Health Monitoring

Soft Skills

Strong Organizational DisciplineAnalytical MindsetConfidence in Client InteractionClear Written Communication

Tools & Technologies

Microsoft ExcelAzurePower BIAI Solutions

Certifications & Qualifications

ITIL 4 Foundation (Nice to Have)

Industry Keywords

Public SectorLocal GovernmentHigher EducationService Level Agreement (SLA) Tracking

Tech Stack

Tools & technologies

AzureCloudServiceNow

About the role

Key responsibilities & impact

Run the Zendesk platform end to end by reviewing incoming tickets, categorising and prioritising them against an ITIL-aligned model, assigning them to the right resolver and chasing them to closure
Perform early triage on live AI solutions by checking Azure service health, interrogating voice and language platforms, and reproducing client-reported issues
Conduct problem management and root cause analysis, spot incident patterns, assign causes and author RCA documents for clients
Provide client communication and service reporting, including proactive updates, SLA tracking, weekly report packs and service content for monthly and quarterly reviews
Perform monthly trend analysis across the client portfolio
Feed structured live-service feedback into the product roadmap
Design, build, shadow-run and tune no-code AI agents inside Zendesk for triage, classification and first response
Define guardrails determining what an AI agent is never allowed to handle alone
Coordinate clients, delivery and engineering teams, and Customer Success

Requirements

What you’ll need

Excellent written English — clear, accurate and appropriate for a professional client audience
Strong organisational discipline and ability to hold many open items without losing any of them
Analytical mindset; comfortable with numbers and spotting patterns
Confidence and composure in direct contact with clients by email, phone and video, including when they are unhappy
Competence with Microsoft 365, particularly Excel
Genuine interest in AI and how technology is used in public services
Eligibility to work in the UK
Not able to offer visa sponsorship
ITIL 4 Foundation is nice to have but not required at appointment; it will be funded within the first three months
Any exposure to a ticketing platform such as Zendesk, ServiceNow, Freshdesk or Jira Service Management, including a placement year
Experience of local government, higher education or the wider public sector
Familiarity with generative AI tools, or experience configuring or prompting them
Exposure to chatbot, virtual agent or workflow automation configuration
Basic understanding of cloud concepts, particularly Microsoft Azure, or exposure to Power BI or similar
Coding or software engineering ability is not required
Machine learning or data science knowledge is not required
Infrastructure, networking or telephony engineering skills are not required
Previous line management or commercial experience is not required

Benefits

Comp & perks

Progression to the top of the salary band on completion of ITIL 4 Foundation and six-month review
Structured twelve-month development framework with reviews at three, six, nine and twelve months
Described route to Senior AI Service Analyst
Funded ITIL 4 Foundation certification
£100 per month WFH Allowance
Vitality Healthcare Plan
Pension Scheme
25 days holiday