Service Desk Platform Analyst

ph3Service Desk Platform Analyst /h3 /brpAzienda : Forwood Safety Tipo Lavoro : Full Time Italy /p /brh3Descrizione Lavoro - Service Desk Platform Analyst /h3 /brpWe 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. /p /brpThis role features a structured 12-month career progression: /p /brpMonths 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. /p /brpMonth 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. /p /brh3Key Responsibilities /h3 /brpbPhase 1: Ticket Mastery Product Discovery (Months 1-6) /b /p /brul /brliProvide clear first line application support via the Intercom Inbox. /li /brliManage the ticket queue, prioritizing tasks strictly in accordance with SLAs. /li /brliDocument incident lifecycles to create a flawless context layer for internal handovers and shift continuity. /li /brliSpot repeating customer friction points and code behavior trends during daily support. /li /br /ul /brpbPhase 2: Intercom Fin AI Agent Optimization (Month 6 Onwards) /b /p /brul /brliAudit 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. /li /brliImplement Complex Paths: Build precise Custom Answers and multi-step workflows utilizing Intercom Procedures to handle conversational tasks safely without human touchpoints. /li /brliRefine 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. /li /brliPerformance Analysis: Monitor the Fin AI Agent Dashboard, isolating bad interactions (CX Score 1-2) to execute weekly optimization loops. /li /br /ul /brh3Required Skills and Experience /h3 /brul /brliIntercom Expertise (or similar platform): Direct hands-on experience in maintaining Help Centres, building Workflows, or managing AI Agent configurations. /li /brliAnalytical Engine: Demonstrable talent for examining unstructured chat transcripts, identifying system logic flaws, and converting data trends into operational adjustments. /li /brliRapid Technical Learner: Exceptional cognitive agility with a record of mastering complex software ecosystems quickly. /li /brliLanguage Communication: Flawless spoken and written English skills, plus fluency in at least one additional language. /li /brliOperational Adaptability: Ready to support 24/7 rotating shift requirements to capture global data points. /li /br /ul /br /p #J-18808-Ljbffr