Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone''s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. Job Title: IT Service Transformation Analyst (AI and Copilot)Location: Leeds / Edinburgh (Hybrid - 40% office)Contract Type: 12 months - possibility for extension The OpportunityThis role sits within a Service Transformation function focused on improving colleague support experiences across IT services. The team is responsible for optimising how employees raise requests, resolve IT issues, access knowledge, and interact with support teams.With the introduction of AI-powered tools such as Microsoft Copilot, there is a major opportunity to simplify and accelerate support journeys - reducing the time colleagues spend searching for help, raising tickets, or explaining issues.This role will focus on embedding AI capabilities into end-to-end service processes, ensuring new AI-driven experiences are practical, measurable, and genuinely improve how colleagues access support. Key ResponsibilitiesImprove support journeys using AI and CopilotIdentify opportunities where AI can enhance how colleagues and service teams interact with IT support processes, including:Helping users identify the c