GenAI Support Analyst (Claude & Copilot) - Hybrid

About the role

The GenAI Support Analyst provides ongoing Level 2 and Level 3 support for a client's enterprise Generative AI toolset, currently Claude and Microsoft 365 Copilot. The role is the escalation point for AI tool issues beyond the standard IT service desk (on-boarding and off-boarding) and the internal reference point for employees using the tools daily. It is not a training delivery role, but the incumbent must know the organisation's AI guardrails and learning pathways well enough to direct users to the right resources.

Key responsibilities

• Serve as the primary Level 2/3 escalation point for user issues, errors and edge cases with Claude, and support the Level 2/3 team on Microsoft 365 Copilot issues.
• Triage incoming tickets from the Level 1 service desk, distinguishing user error, configuration issues, entitlement gaps and genuine tool defects.
• Investigate and reproduce issues, document diagnostic steps and resolutions, and maintain a known-issues log.
• Manage vendor escalations to Anthropic and Microsoft, tracking cases to resolution and keeping users informed.
• Answer questions on access, licensing, entitlements and use cases, and direct users to approved training, prompt libraries and guidance.
• Support onboarding of new users into wave-based rollouts with the AI programme team.
• Maintain a living FAQ and known-issues register, contribute prompt guides and quick reference cards, and feed usage patterns and pain points back to AI governance and strategy.
• Stay current on feature releases and model updates, monitor vendor release notes and community channels, and share updates with the team.
• Work within the organisation's AI framework, flagging potential AI risk, data permissibility or compliance concerns to the AI governance working group, and supporting AI-related audits.

Required profile

• Passion for GenAI and its practical application in the enterprise.
• Self-directed learner who stays current without constant prompting.
• Humility to escalate when out of depth and initiative to close the gap.
• Collaborative and supportive, comfortable engaging colleagues across all levels.

Required skills

• Working familiarity with enterprise GenAI tools such as Claude and Microsoft Copilot.
• Practical understanding of the Microsoft 365 ecosystem and its integration with Copilot.
• Understanding of responsible AI principles, AI governance and data permissibility.
• Enterprise support models, ticketing workflows and service-level management.
• Strong problem-solving and diagnostic thinking, clear communication, and structured documentation.