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 focus on innovation.
- Benefits: Enjoy a permanent role with competitive pay and opportunities for hands-on training.
- Other info: Work in a dynamic environment with excellent career growth potential.
- Why this job: Make a real impact by solving problems and enhancing IT service management.
- Qualifications: Experience in customer service or technical support is a plus.
The predicted salary is between 25000 - 35000 € per year.
EXL (NASDAQ: EXLS) is a global data and artificial intelligence 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.
Role Title: Service Desk Analyst
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).
Service Desk Analyst employer: exl
EXL is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for Service Desk Analysts to thrive. With a commitment to employee growth through hands-on training and development opportunities in the vibrant city of Manchester, EXL offers a supportive environment where your contributions are valued. Enjoy the benefits of working with cutting-edge technology in a dynamic team, all while being part of a global leader in data and AI solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees at EXL on LinkedIn. A friendly chat can give you insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL knowledge and ticketing systems like Remedy and ServiceNow. We want you to show off your skills and confidence when discussing technical troubleshooting!
✨Tip Number 3
Practice your problem-solving skills with real-life scenarios. Think about how you would handle specific technical issues or customer queries. This will help you shine during those tricky interview questions!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with ticketing systems like Remedy and ServiceNow, and showcase any relevant technical troubleshooting skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our values of innovation and collaboration. Keep it concise but impactful—let us know why you're the perfect fit for EXL.
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples where you've successfully resolved technical issues. We love seeing how you think on your feet and apply ITIL best practices in real-world scenarios. It’s all about demonstrating your expertise!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about our company culture and values while you’re at it!
How to prepare for a job interview at exl
✨Know Your Ticketing Systems
Make sure you brush up on your knowledge of ticketing systems like Remedy and ServiceNow. Be ready to discuss how you've used these tools in the past, as well as any specific challenges you've faced and how you overcame them.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex technical issues you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to thrive under pressure.
✨Understand Smart Metering Networks
Familiarise yourself with Smart Metering Networks and their significance in the industry. Being able to discuss this knowledge during your interview will demonstrate your commitment and understanding of the role's requirements.
✨Emphasise Collaboration and Communication
Since this role requires clear communication across teams, think of instances where you've successfully collaborated with others. Be prepared to share how you ensure effective communication, especially when resolving issues or coordinating with suppliers.
