[Hiring] Service Desk Platform Analyst @Forwood Safety

Role Description

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.
  • 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.
  • 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.

Qualifications

• 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.