ITSM Helpdesk Specialist; Incident Management - Tesco Mobile

Position: ITSM Helpdesk Specialist (Incident Management) - Tesco Mobile
This job is with Virgin Media O₂, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

These roles are part of the Tesco Mobile team and can be based out of the Tesco Mobile Slough or Manchester offices.
We have two great new opportunities for two ITSM Helpdesk Specialists (Incident Management) to join our ITSM incident management team.
You will be at the centre of service delivery within the OSD Helpdesk, providing first-line ITSM support to colleagues, partners, suppliers and end users across the organisation. You will take ownership of incidents and service requests, ensuring they are logged, prioritised and resolved quickly and effectively in line with agreed service levels, helping to keep the business running smoothly.
This role goes beyond traditional helpdesk support, offering hands-on involvement in Major Incident Management, Problem Management and Post-Incident Reviews. You will work closely with technical teams and service managers to drive swift resolution, identify root causes and deliver meaningful service improvements. This is a great opportunity for someone who thrives in a fast-paced environment, has a strong service focus and wants to play an active role in improving how IT services are delivered.

Who we are
Tesco Mobile is a totally unique business, a 50/50 joint venture between VMO2 and Tesco that launched back in 2003 and has gone from strength to strength as we've launched into new services, markets and customer propositions.
Tesco Mobile has more than 5 million customers and is award-winning, instilling agile methodologies and cultivating a fantastic can-do attitude across it's teams. We're always on the lookout for the best talent, be that from our two shareholders or the wider industry.
Working at Tesco Mobile means being employed by one of our joint venture shareholders - Virgin Media O2 or Tesco Mobile, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. We pride ourselves on being a company where everyone's welcome and truly feels able to be themselves.

We not only celebrate diversity but recognise the value and opportunity it brings in helping us to care for human connection - we are supermarket mobile!

The must haves
In order to be considered, you must have the following experience;
Previous demonstrable experience in a similar helpdesk or IT support role within a complex technical and stakeholder environment
Strong working knowledge of ITIL processes, with a particular focus on Incident, Problem and Major Incident Management (ideally ITIL v4 certified)
Experience using ITSM tools (i.e. Halo/Jira), with a solid understanding of the ITIL framework and how it supports effective service management
Demonstrable troubleshooting and analytical capability, with the ability to communicate clearly and professionally while delivering a high standard of customer-focused support
Proven flexibility to work a rota-based schedule to ensure full operational coverage, including occasional weekend working

The other stuff we are looking for
We'd also love you to bring;
ITIL Foundation certification (v4)
Experience working within a SIAM (Service Integration and Management) operating model, with a proven ability to work independently or collaboratively in a busy, high-pressure helpdesk environment
Familiarity with monitoring and alert management tools, such as Splunk, to proactively identify and respond to service issues

What's in it for you
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Tesco Mobile means you get a bumper reward package bursting with benefits, and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, making sure that you're…