Service Desk Platform Analyst
Pubblicato il 03-10-2026 - Forwood Safety in Modena
Service Desk Platform Analyst
Azienda : Forwood Safety Tipo Lavoro : Tempo pieno Italy
Descrizione Lavoro - Service Desk Platform Analyst
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)
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- 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)
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- 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 transiti