Role
This role focuses on designing, deploying, and optimizing AI and automation solutions to streamline Helpdesk workflows, enhance trouble-ticket resolution, and drive continuous operational improvements.
The Day-To-Day Activities
1. AI and Automation Solution Development
• Design, develop, test, deploy, and maintain automation tools, AI-assisted workflows, and internal support utilities that reduce manual effort and improve trouble-ticket handling.
• Convert Customer Service and Helpdesk requirements into practical use cases, prototypes, production solutions, and documented operating procedures.
• Integrate approved APIs, data sources, IT service-management platforms, knowledge repositories, and operational systems into controlled automation workflows.
• Apply appropriate version control, testing, release, rollback, and change-management practices to automation and AI solutions.
2. AI Operations and Agent Enhancement
• Configure, maintain, monitor, and improve AI agents, prompts, tools, knowledge bases, and Model Context Protocol (MCP) integrations used by the Helpdesk.
• Use operational feedback and ticket data to improve response accuracy, relevance, reliability, tool selection, and user experience.
• Monitor solution health, errors, latency, usage, and operational outcomes; troubleshoot failures and coordinate remediation with internal teams or vendors.
• Implement human approval, access control, logging, auditability, and safe fallback mechanisms for automated actions.
3. Helpdesk and Trouble-Ticket Enablement
• Support the Helpdesk in analysing, categorising, prioritising, enriching, and resolving trouble tickets raised by the Customer Service front-end team within agreed SLA requirements.
• Develop AI-assisted diagnostics, recommended actions, knowledge retrieval, smart routing, ticket summarisation, and response-drafting capabilities.
• Escalate urgent, recurring, or complex issues to second-level support, vendors, or management with complete diagnostic evidence and operational context.
• Maintain close follow-up with vendors and internal support teams to ensure escalated issues progress to resolution within SLA.
4. Operational Analytics and Continual Improvement
• Analyse ticket volumes, ageing, recurring issues, escalation patterns, SLA performance, and support outcomes to identify automation and service-improvement opportunities.
• Develop and maintain operational dashboards, reports, alerts, and measurable benefit tracking for AI and automation initiatives.
• Perform root-cause analysis and recommend preventive, corrective, or automated remediation for recurring operational problems.
• Maintain an AI and automation use-case backlog, including business value, risk, priority, progress, adoption, and realised benefits.
5. Knowledge, Governance and Collaboration
• Create and maintain technical documentation, runbooks, support guides, knowledge articles, test evidence, and solution records.
• Comply with IT service-management, cybersecurity, data privacy, architecture, change, release, and operational governance requirements.
• Collaborate with Customer Service, application support, infrastructure, security, data, vendors, and other stakeholders to deliver end-to-end solutions.
• Provide knowledge sharing, user guidance, and continuous learning on new services, products, operational procedures, automation tools, and emerging AI capabilities.