ITSM Helpdesk Specialist; Incident Management - Tesco Mobile

Summary

We are looking for ITSM Helpdesk Specialists (Incident Management) to join our ITSM incident management team at Tesco Mobile. Candidates will be based out of our Slough or Manchester offices and will provide first‑line ITSM support to colleagues, partners, suppliers and end users across the organisation. You will own 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.

• Log and prioritise incidents and service requests in line with agreed SLAs.

• Own incidents, guide users through troubleshooting and, when necessary, raise tickets to specialist teams.

• Participate in Major Incident Management, Problem Management and Post‑Incident Reviews.

• Work closely with technical specialists and service managers to resolve incidents, identify root causes and implement service improvements.

• Communicate proactively with stakeholders to keep them informed of incident status and resolution.

• 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 (e.g. Halo, Jira) and a solid understanding of the ITIL framework for 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.

• ITIL Foundation certification (v4).
• Experience working within a SIAM operating model, with the 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.

Tesco Mobile offers a competitive blended reward package, hybrid working arrangements and a supportive, inclusive culture. You will receive a comprehensive benefits package designed to support you and your loved ones.

After submitting your application, shortlisted candidates will undergo a personality profile assessment followed by a technical and competency‑based interview. Applications will be reviewed throughout the advert’s duration, and interviews conducted accordingly.