Onsite Service Desk Analyst – IT & Metering Support

EXL; Manchester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Cycle Scheme

Employee Stock Purchase Plan (ESPP)

Pension

Job summary

EXL is seeking a Service Desk Analyst for on-site duties in Manchester. You will deliver high-quality IT support to service users, internal stakeholders and suppliers, and ensure timely incident resolution.

You will work with Remedy and ServiceNow, apply ITIL best practices, and collaborate across teams. The ideal candidate has strong organisational skills, clear communication, and is comfortable working in a fast-paced environment on a fully on-site basis in Manchester.

Qualifications

• Experience in Customer Service Advisor (Non-Voice/Digital) or Helpdesk roles.
• Data entry and data management proficiency.
• Strong IT literacy with Microsoft Windows OS, Office, and cloud apps.
• Ability to meet SLAs with time management and prioritisation.
• Excellent written communication and professional ticket handling.

Responsibilities

• Deliver high-quality IT support to service users and stakeholders.
• Manage tickets using Remedy and ServiceNow.
• Troubleshoot technical issues and coordinate with suppliers.

Skills

Organisational skills

Problem solving

Written communication

Analytical thinking

Cross-functional collaboration

Customer service

Tools

Remedy

ServiceNow

Job description

EXL is seeking a Service Desk Analyst for on-site duties in Manchester. You will deliver high-quality IT support to service users, internal stakeholders and suppliers, and ensure timely incident resolution.

You will work with Remedy and ServiceNow, apply ITIL best practices, and collaborate across teams. The ideal candidate has strong organisational skills, clear communication, and is comfortable working in a fast-paced environment on a fully on-site basis in Manchester.