Service Desk Artificial Intelligence Quality Analyst

Description

About WTW
WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 49,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at https://www.wtwco.com/en-us.

About the Team
The Enterprise Technology team provides core Information Technology (IT) operations and end‑user technology services that support colleagues across the organization. The team focuses on keeping enterprise technology services available, secure, and well‑governed, ensuring smooth day‑to‑day IT operations.

Summary
The Service Desk Artificial Intelligence Quality Analyst is responsible for ensuring that AI-assisted Service Desk capabilities deliver effective, reliable, and measurable support outcomes. The role combines traditional IT Service Desk operations with AI quality monitoring, data analysis, user experience assessment, and continual service improvement.

Role
AI Quality & Performance Management

• Monitor and report on key Artificial Intelligence (AI) performance indicators, including deflection, resolution, escalation, fallback, and containment rates.
• Review AI interactions and identify quality issues, failed intents, and inappropriate or incomplete responses.
• Categorize and analyze AI failure scenarios to identify root causes and recurring patterns.
• Identify opportunities to improve AI intents, conversational flows, knowledge sources, and automation.
• Validate the effectiveness of AI improvements and monitor performance following changes.
• Maintain accurate records of AI quality issues, trends, and improvement opportunities.
  Data Analysis & Reporting
• Analyze Service Desk ticket data, AI interaction data, and user feedback to identify trends and service gaps.
• Develop regular AI quality and Service Desk performance reports.
• Create and maintain dashboards and analytical views using Excel, Power BI, or equivalent tools.
• Translate data into clear insights, recommendations, and actionable improvement initiatives.
• Track key performance indicators and identify areas requiring further investigation.
• Knowledge & Automation Improvement
• Identify knowledge gaps that contribute to AI failures or poor user outcomes.
• Recommend improvements to knowledge articles, categorization, intents, and automation coverage.
• Provide structured feedback to Knowledge Management, Automation, AI, and Service Desk teams.
• Support testing and validation of new or enhanced AI and automation capabilities.
• Help ensure knowledge and automation solutions reflect actual user needs and Service Desk demand patterns.
  Service Desk Operations
• Handle incidents, service requests, and user support inquiries as required.
• Participate in Service Desk queue management and operational activities.
• Apply standard ITSM processes when handling incidents and requests.
• Escalate issues appropriately and maintain accurate ticket information.
• Use operational experience to identify recurring issues and opportunities for AI or process improvement.
  Continual Service Improvement
• Identify recurring Service Desk and AI-related issues and recommend improvement actions.
• Participate in service improvement initiatives and working groups.
• Monitor the outcomes of improvement initiatives and provide evidence of their effectiveness.
• Promote a culture of data-driven, user-focused continual improvement.
• Share insights and trends with relevant stakeholders to support informed decision-making.

Requirements
Education & Experience

• At least 4-6 years’ experience working in an IT Service Desk, IT operations, or IT Service Management (ITSM) environment.
• Practical understanding of incident and service request management.
• Experience with ServiceNow or a comparable ITSM platform is preferred.
• Experience analyzing operational data, ticket trends, or service performance is preferred.
• Experience working with AI-assisted support, chatbots, automation, or conversational AI is advantageous.
  Technical & Analytical Skills
• Strong analytical and problem-solving capabilities.
• Good working knowledge of Microsoft Excel, including data analysis and reporting.
• Experience with Power BI or similar business intelligence and visualization tools.
• Ability to interpret data, identify patterns, and translate findings into actionable recommendations.
• Basic understanding of conversational AI concepts, including intents, fallback scenarios, escalation, automation, and knowledge-driven responses.
• Understanding of ITSM principles and Service Desk workflows.
  Service & Business Skills
• Strong customer and user service orientation.
• Excellent attention to detail and ability to identify recurring patterns and anomalies.
• Ability to understand both technical and business perspectives.
• Strong written and verbal communication skills.
• Ability to present analytical findings clearly to both technical and non-technical stakeholders.
• Strong collaboration skills and ability to work across Service Desk, AI, Automation, Knowledge Management, and other technology teams.
• Ability to manage multiple priorities and work effectively in an operational environment.

Qualifications

Graduation in any stream.

The Application Process

Stage 1:Application review

Stage 2: Technical interview 1

Stage 3: Technical interview 2

Stage 4: Offer & Onboarding

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email [email protected].