Service Desk Analyst

Ex; Manchester; On-site; GBP 26,000 - 36,000; Full time

Job summary

EXL is seeking a Service Desk Analyst to join our on-site team in Manchester. You will deliver high-quality IT support to users, manage incidents, and coordinate with suppliers to resolve issues using Remedy and ServiceNow.

The role requires a solid understanding of ITIL practices, strong organizational skills, and excellent cross-team communication. You will work hands-on in a fast-paced environment to maintain service levels and customer satisfaction.

Qualifications

• Experience with ticketing systems Remedy and ServiceNow.
• Knowledge of ITIL best practices.
• Strong organisational skills and ability to work under pressure.
• Excellent cross-team communication.

Responsibilities

• Respond to IT incidents and service requests.
• Coordinate with suppliers and internal teams to resolve issues.
• Maintain and monitor ticketing system status.
• Provide on-site support in Manchester and hands-on assistance.

Skills

ITIL

Troubleshooting

Communication

Tools

Remedy

ServiceNow

Job description

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 60,000 employees spanning six continents. For more information, visit www.exlservice.com.

Role Title:Service Desk Analyst

BU/Segment:Utilities

Location: Manchester, United Kingdom (Onsite)

Employment Type: Permanent

Contact Centre Operating Hours:8am-8pm 7 days a week. Shiftwork applies.

Summary of the role:

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 ServiceNow, 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.