AI Service Analyst

What makes this different from a service desk role

You will not be resetting passwords.

Our tickets concern live AI solutions serving citizens and council staff — conversational assistants, voice services, agents and data platforms.

And a genuine part of the job is building AI agents to handle the queue: that is what lets the function absorb a growing client base without growing headcount, and it is the difference between this post and a conventional service desk appointment.

It is no-code work, but it needs someone who will iterate patiently rather than accept the first output.

What we’re looking for

We are not screening on a degree classification or a specific subject.

What we care about is evidence of the following:

• Excellent written English — clear, accurate and appropriate for a professional client audience.
• Strong organisational discipline, and the ability to hold many open items without losing any of them.
• An analytical mindset; comfortable with numbers and spotting patterns.
• Confidence and composure in direct contact with clients by email, phone and video, including when they are unhappy.
• Competence with Microsoft 365, particularly Excel.
• A genuine interest in AI and in how technology is used in public services.
• Eligibility to work in the UK. We are not able to offer visa sponsorship for this role.

Nice to have

• ITIL 4 Foundation — not required at appointment; we will fund it within your first three months.
• Any exposure to a ticketing platform (Zendesk, ServiceNow, Freshdesk, Jira Service Management), including a placement year.
• Experience of local government, higher education or the wider public sector.
• Familiarity with generative AI tools, or any experience of configuring or prompting them.
• Exposure to chatbot, virtual agent or workflow automation configuration.
• Basic understanding of cloud concepts, particularly Microsoft Azure, or any exposure to Power BI or similar.

What you don’t need

• Coding or software engineering ability.
• Machine learning or data science knowledge — agent building here is configuration and prompting.
• Infrastructure, networking or telephony engineering skills.
• Previous line management or commercial experience.

The package

• £26,500 – £30,000, with progression to the top of the band on completion of ITIL 4 Foundation and your six-month review.
• Full-time, permanent. Remote within the UK, with occasional travel to Basingstoke and to client sites.
• A structured twelve-month development framework with reviews at three, six, nine and twelve months, and a described route to Senior AI Service Analyst.
• Funded ITIL 4 Foundation certification.
• £100 per month WFH Allowance