At a Glance
- Tasks: Manage AI service desk operations and build AI agents for client solutions.
- Company: Join ICS.AI, a leading UK AI consultancy transforming public services.
- Benefits: Competitive salary, remote work, healthcare, pension, and 25 days holiday.
- Other info: Opportunity for career growth with structured development and ITIL certification.
- Why this job: Be at the forefront of AI technology and make a real difference in public services.
- Qualifications: Strong communication skills, organisational discipline, and an interest in AI.
The predicted salary is between 26500 - 30000 £ per year.
- AI Service Analyst
- ICS. AI
- Remote (UK), occasional travel to Basingstoke and client sites
- Full-time, permanent
- £26,500 – £30,000
- Entry level / graduate
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, Service Now, 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
- Pension Scheme
- 25 days holiday
AI Service Analyst employer: ICS.AI Limited
ICS.AI is an exceptional employer, offering a dynamic remote work environment that fosters innovation and collaboration in the rapidly evolving field of AI. With a strong focus on employee growth, you will receive comprehensive training on cutting-edge technologies and have the opportunity to work closely with industry leaders like Microsoft. Enjoy a competitive salary, generous benefits including enhanced pension schemes and private medical cover, and the chance to make a meaningful impact on public services across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land AI Service Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ICS.AI Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ICS.AI Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace AI Service Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ICS.AI Limited:Your cover letter is your chance to shine! Tell us why you want to work at ICS.AI Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ICS.AI Limited!
How to prepare for a job interview at ICS.AI Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
