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 www.exlservice.com.
Role Title: Service Desk Analyst (Non-Voice)
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.
For the first three months, this role will be fully on-site in Manchester to support hands-on training and in-role development. After this period, employees may be eligible to transition to a hybrid working model, requiring two days per week in the office.
As part of your duties, you will be responsible for:
- 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 ServiceNow 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.
Qualifications and experience we consider to be essential for the role:
- 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.
Skills and Personal attributes we would like to have:
- 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 ServiceNow, Remedy, Zendesk, or industry-specific CRM/ticketing systems for efficient issue resolution.
- Technical Troubleshooting (Non-IT Specialist) – Understanding of smart meter functionality, connectivity issues, firmware updates, and common faults.
- Incident & Escalation Management – Ability to log, prioritise, and escalate issues appropriately while ensuring timely resolution.
- Regulated Industry Experience – Background in utilities, telecommunications, or similar compliance-driven sectors, ensuring high service standards.
- Customer-Centric Approach – A commitment to delivering exceptional service to customers and service providers, ensuring issues are resolved effectively.
As part of a leading global analytics and digital solutions company, you can look forward to:
- A market competitive package and a rewarding pension.
- EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
- At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
- As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
- EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
To be considered for this role, you must already be eligible to work in the United Kingdom.
