Service Desk Analyst

EXL; Manchester; On-site; GBP 30,000 - 36,000; Full time

Job summary

EXL is hiring a Service Desk Analyst for an on-site role in Manchester. The role requires delivering high-quality IT support, managing Remedy and ServiceNow tickets, and coordinating with suppliers for incident resolution.

ITIL practices guide daily operations. The ideal candidate will demonstrate strong organisational skills, the ability to analyse complex technical information, and a proactive approach to service delivery in a fast-paced environment.

Qualifications

• Experience with ticketing systems Remedy and ServiceNow.
• Strong organisational skills and attention to detail.
• Understanding of ITIL best practices and service management.

Responsibilities

• Provide high-quality IT support to users, internal stakeholders and suppliers.
• Manage incident tickets and coordinate with suppliers for resolution.
• Apply ITIL processes to incidents and requests in a timely manner.
• Work on-site in Manchester to support hands-on training and development.

Skills

ITIL

Remedy

ServiceNow

Troubleshooting

Communication

Stakeholder management

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.