AI Service Analyst

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £26.5k - £30k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

👻 Ghost score 7%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ICS AI Ltd

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1994

🤖 Artificial Intelligence

🤝 B2B

📚 Education

Artificial Intelligence • B2B • Education

ICS AI Ltd. is a company focused on transforming public services through generative AI solutions. With its SMART: platform, ICS AI facilitates AI transformation for sectors such as local government and education, enhancing service delivery and operational efficiency. The company boasts over 1 million AI interactions annually, high customer satisfaction rates, and a commitment to innovation, evidenced by multiple awards and patents.

📋 Description

• 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

• 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

• 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