At a Glance
- Tasks: Provide top-notch IT support and troubleshoot technical issues for users and stakeholders.
- Company: Join EXL, a global leader in data and AI solutions with a vibrant culture.
- Benefits: Enjoy competitive pay, pension plans, cashback perks, and professional development opportunities.
- Other info: On-site role in Manchester with excellent career growth and learning initiatives.
- Why this job: Be part of a dynamic team transforming businesses with cutting-edge technology.
- Qualifications: Experience in customer service or technical support, with strong IT skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
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.
Service Desk Analyst in Manchester employer: EXL
EXL is an excellent employer that fosters a collaborative and innovative work culture in the heart of London. With a strong emphasis on employee growth, we offer numerous opportunities for professional development and skill enhancement, particularly in the dynamic field of data analytics and insurance. Our commitment to work-life balance and a supportive environment makes EXL a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EXL. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EXL before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EXL:Your cover letter is your chance to shine! Tell us why you want to work at EXL specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EXL!
How to prepare for a job interview at EXL
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
