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.
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 ...
Service Desk Analyst in Manchester employer: EXL Service
EXL is an exceptional employer that prioritises innovation, collaboration, and employee growth within a dynamic work culture. Located in Manchester, the role of Team Manager offers a unique opportunity to lead a dedicated team in the energy sector, contributing to a sustainable future while benefiting from competitive packages, professional development initiatives, and a commitment to diversity and inclusion. With a focus on continuous improvement and a supportive environment, EXL empowers its employees to thrive and make a meaningful impact.
