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 D

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