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 A

📌 Service Desk Platform Analyst (Italia)
🏢 Forwood Safety
📍 Italia