AI Service Analyst (AI)

Location: Remote within the UK, with occasional travel to Basingstoke and client sites.

Salary: £26,500–£30,000 per year.

Company

hirify.global is a UK AI consultancy delivering AI transformation services to local government, higher education, and the wider public sector.

What you will do

• Run Zendesk end to end by reviewing, categorising, prioritising, assigning, and tracking incoming client tickets to closure.
• Perform early triage of live AI solutions, including checking Azure service health, interrogating voice and language platforms, and reproducing reported issues.
• Identify incident patterns, perform root cause analysis, and prepare RCA documents for clients.
• Manage client communications, SLA tracking, proactive updates, weekly reports, and service content for monthly and quarterly reviews.
• Analyse service trends across the client portfolio and feed structured insights into the product roadmap.
• Design, build, shadow-run, and tune no-code AI agents in Zendesk for triage, classification, and first responses, including appropriate safety guardrails.

Requirements

• Excellent written English suitable for professional client communication.
• Strong organisation and the ability to manage multiple open items without losing track of them.
• An analytical mindset, comfort with numbers, and the ability to identify patterns.
• Confidence communicating with clients by email, phone, and video, including during difficult situations.
• Competence with Microsoft 365, particularly Excel, and a genuine interest in AI and public-sector technology.
• Eligibility to work in the UK is required; visa sponsorship is not available.

Nice to have

• ITIL 4 Foundation certification; it is not required at appointment and will be funded within the first three months.
• Exposure to Zendesk, ServiceNow, Freshdesk, Jira Service Management, or another ticketing platform.
• Experience in local government, higher education, or the wider public sector.
• Familiarity with generative AI, chatbot or virtual-agent configuration, workflow automation, Azure, or Power BI.

Culture & Benefits

• Full-time, permanent employment with remote work within the UK and occasional travel.
• Structured twelve-month development framework with reviews at three, six, nine, and twelve months.
• Defined progression route to Senior AI Service Analyst.
• Funded ITIL 4 Foundation certification.
• £100 monthly work-from-home allowance, Vitality Healthcare Plan, pension scheme, and 25 days of holiday.