Service Desk Analyst

QUALIFICATIONS

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.