Build the AI agents that run our service desk — not reset passwords.
ICS.AI is a UK AI consultancy delivering AI transformation to the public sector — local government, higher education and the wider public estate. Our clients commit to transformation on the strength of savings guarantees, and we are held to contractual service levels once our solutions are live. That makes our service data a commercial asset, not admin overhead.
We are hiring an AI Service Analyst to own the day-to-day operation of our service management function, and to build it properly from the ground up. You will be the single point of coordination between clients raising issues, the delivery and engineering teams who resolve them, and the Customer Success team who own the relationship.
This is a first or second role. You do not need to be able to fix the technology. You need to be able to work out what is actually happening, get it to the right person, and tell the client the truth about it clearly and on time.
What you’ll be doing
Running our Zendesk platform end to end — reviewing every incoming ticket, categorising and prioritising it against a consistent ITIL-aligned model, assigning it to the right resolver and chasing it to closure.
Early triage on live AI solutions: checking Azure service health, interrogating voice and language platforms, and reproducing what a client is reporting before it consumes a specialist’s time.
Problem management and root cause analysis — spotting patterns across incidents, assigning causes, and authoring RCA documents that go to clients.
Client communication and service reporting: proactive updates, SLA tracking, the weekly report pack, and service content for monthly and quarterly reviews.
Monthly trend analysis across the client portfolio, and the structured feedback loop from live service into our product roadmap.
Designing, building, shadow-running and tuning AI agents inside Zendesk for triage, classification and first response — including the guardrails that decide what an agent is never allowed to handle alone.
What makes this different from a service desk role
You will not be resetting passwords. Our tickets concern live AI solutions serving citizens and council staff — conversational assistants, voice services, agents and data platforms. And a genuine part of the job is building AI agents to handle the queue: that is what lets the function absorb a growing client base without growing headcount, and it is the difference between this post and a conventional service desk appointment. It is no-code work, but it needs someone who will iterate patiently rather than accept the first output.
What we’re looking for
We are not screening on a degree classification or a specific subject. What we care about is evidence of the following:
Excellent written English — clear, accurate and appropriate for a professional client audience.
Strong organisational discipline, and the ability to hold many open items without losing any of them.
An 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.
A genuine interest in AI and in how technology is used in public services.
Eligibility to work in the UK. We are not able to offer visa sponsorship for this role.
Nice to have ITIL 4 Foundation — not required at appointment; we will fund it within your first three months.
Any exposure to a ticketing platform (Zendesk, ServiceNow, Freshdesk, Jira Service Management), including a placement year.
Experience of local government, higher education or the wider public sector.
Familiarity with generative AI tools, or any experience of configuring or prompting them.
Exposure to chatbot, virtual agent or workflow automation configuration.
Basic understanding of cloud concepts, particularly Microsoft Azure, or any exposure to Power BI or similar.
What you don’t need
Coding or software engineering ability.
Machine learning or data science knowledge — agent building here is configuration and prompting.
Infrastructure, networking or telephony engineering skills.
Previous line management or commercial experience.
The package
£26,500 – £30,000, with progression to the top of the band on completion of ITIL 4 Foundation and your six-month review.
Full-time, permanent. Remote within the UK, with occasional travel to Basingstoke and to client sites.
A structured twelve-month development framework with reviews at three, six, nine and twelve months, and a described route to Senior AI Service Analyst.
Funded ITIL 4 Foundation certification.
£100 per month WFH Allowance Vitality Healthcare Plan