ITSM Helpdesk Specialist (ITIL)

Job Description

As an ITSM Skilled colleague within our OSD Helpdesk team, you will play a vital role in supporting our colleagues, channels, suppliers, and end-users. You�ll handle a wide range of incidents and service requests while helping us maintain stability across our IT environment. You�ll also be involved in wider ITIL processes, contributing to continuous service improvement and helping to minimise business disruption.

This is an exciting opportunity to work collaboratively with a range of teams, develop your ITSM skills, and make a meaningful impact across the business.

Please Note: This role can be based out of either our Manchester or Slough office (based on your home location) and will be hybrid working.

Incident & Request Management

• Provide first-line technical support across all communication channels.
• Log, triage, categorise, prioritise, and resolve incidents and service requests in line with SLAs.
• Escalate complex or unresolved issues to appropriate support teams.

Major Incident Management (MIM)

• Act as the first responder to major incidents, ensuring prompt assessment and escalation.
• Work closely with technical teams to support effective resolution.
• Communicate timely incident updates to stakeholders and users.
• Participate in post-incident reviews and contribute to root cause analysis.

Problem Management

• Identify recurring incidents and support problem detection.
• Assist with root cause investigations and documentation of known errors.
• Support implementation of workarounds and permanent resolutions.
• Maintain the Known Error Database (KEDB) and contribute to knowledge articles.

Post-Incident Review (PIR)

• Take part in PIR sessions for major and high-priority incidents.
• Contribute to RCA and PIR documentation, including timelines, impact assessment, and lessons learned.
• Ensure follow-up actions are tracked and completed.
• Help identify process gaps and recommend improvements.

Service Improvement

• Analyse trends to identify opportunities for service enhancements.
• Support creation of knowledge articles, user guides, and documentation.
• Participate in service review meetings and contribute constructive feedback.

Communication & Collaboration

• Maintain clear, empathetic, and professional communication with users and IT teams.
• Work closely with Incident, Problem, and Change Managers to ensure strong process alignment.
• Mentor and support junior helpdesk colleagues as needed.

Required Skills & Experience

• 1�3 years� experience in a helpdesk or IT support role.
• Strong understanding of ITIL practices, especially Incident, Problem, and Major Incident Management.
• Experience using ITSM tools and a fundamental understanding of the ITIL framework.
• Strong troubleshooting and analytical abilities.
• A collaborative mindset with excellent communication and customer service skills.
• Flexibility to support operational coverage, including potential rota and weekend work.

Preferred Qualifications

• ITIL Foundation certification (v4).
• Experience working within a SIAM model.
• Ability to work effectively both independently and in a high-pressure, fast-paced environment.
• Familiarity with monitoring tools and alert management systems.

A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we�ve launched into new services and markets. With more than 5 million customers, we�re the largest mobile virtual network operator in the UK. We�re proud to have an inclusive culture that�s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we�ve embraced the Agile way of working. Agile is more than just a methodology � it�s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do � allowing us to respond at pace to our customers� needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities.�We�re proud to have been accredited Disability Confident Leader and we�re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We�re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.� We work in a more blended pattern -�combining office and remote working. �Our offices will continue to be where we connect, collaborate and innovate. �If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.

�