AI Service Analyst

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,