Service Desk Analyst

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others.

EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect.

We are headquartered in New York and have more than 59,000 employees spanning six continents. For more information, visit

Role

Title:

Service Desk Analyst

Location: Manchester, United Kingdom (Onsite)

Employment Type: Permanent

Contact Centre Operating

Hours:

8am-8pm 7 days a week. Shiftwork applies.

The Service Desk Analyst plays a critical role in delivering high-quality IT support to service users, internal stakeholders, and suppliers.

This position requires expertise in managing ticketing systems such as Remedy and Service Now
, troubleshooting technical issues, and ensuring effective incident resolution—either directly or through supplier coordination.

The ideal candidate will have strong organisational skills, a deep understanding of Smart Metering Networks
, and the ability to analyse complex technical information to support decision‑making. They must thrive under pressure, demonstrate excellent problem‑solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role.

This role will be fully on‑site in Manchester to support hands‑on training and in‑role development.

• High-Quality Support
  :
  Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries.
• Ticketing System Management
  :
  Efficiently manage and utilise ticketing systems like Remedy and Service Now to track, manage, and resolve support tickets.
• Technical Troubleshooting
  :
  Leverage advanced IT knowledge, particularly with incident/ticketing systems, to troubleshoot and resolve technical issues internally or via suppliers.

• Relevant
  
  Work Experience:
  
  Previous experience in Customer Service Advisor (Non-Voice/Digital), Technical Data Entry, Application Support Analyst (Entry-Level), Helpdesk Support (Email & Ticketing), or Technical Support Advisor (Metering & Billing).
• Data Management Proficiency: Strong expertise in handling and managing data communication systems with accuracy (Data Entry).
• Advanced IT Literacy: Solid understanding and hands‑on experience with Microsoft systems (Windows OS, Office Suite, and cloud-based applications) to enhance productivity and operational efficiency.
• Deadline-Driven Performance: Ability to consistently meet SLAs through strong time management, prioritisation, and task execution.
• Excellent Written Communication: Strong email and ticket‑based communication skills to provide clear, professional, and effective support.
• Exceptional Organisation & Planning: Proven ability to manage tasks, track issues and coordinate resources to support strategic objectives.
• Resilience Under Pressure: Ability to work efficiently in a fast‑paced, high‑volume environment, maintaining service quality and professionalism.
• Cross-Functional Collaboration: Experience in working with internal teams, third‑party suppliers, and stakeholders to ensure customer success.
• Analytical & Problem‑Solving
  
  Skills:
  
  Ability to analyse data, identify patterns, and troubleshoot issues, escalating where necessary.

• Smart Metering / Energy Industry Experience – Prior experience handling meter faults, connectivity issues, or technical support within the energy sector.
• Ticketing & Email-Based Support – Familiarity with Service Now, Remedy, Zendesk, or industry‑specific CRM/ticketing systems for efficient issue resolution.
• Technical…