ITSM Helpdesk Specialist; ITIL

Tesco Mobile
• Manchester
• Permanent
• Apply by 26-May-2026

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 us 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.

We're all about the little helps. That's why we make sure our Tesco colleague benefits package takes care of you - both in and out of work.  to find out more!

• Annual bonus scheme of up to 10% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• 26 weeks maternity and adoption leave (after 1 years' service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…