Service Desk Platform Analyst
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 11h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 24d ago
The date the source published, not the day we noticed it (2026-09-10). Last seen at its source 3h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Italy
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $99.2k–191.3k/yr
Middle 50% of 42 listings that do state pay — Operations · all levels · EMEA · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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bamboohr employer's own board first seen 11h ago · last seen 3h ago
The listing
We 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.
This role features a structured 12-month career progression:
Months 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.
Month 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.
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.
Required Skills and Experience
- 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.