ITSM Helpdesk Specialist; Incident Management - Tesco Mobile

Overview

We have two great new opportunities for 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.

As a frontline support specialist, 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. Your 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.

• 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

• 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