About the role Refer to you will be responsible for section What is in it for you At Tesco, we are committed to providing the best for you. As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day. Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits. Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable. Salary - Your fixed pay is the guaranteed pay as per your contract of employment. Performance Bonus - Opportunity to earn additional compensation bonus based on performance, paid annually Leave & Time-off - Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy. Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF. Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws. Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents. Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request. Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan. Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle. You will be responsible for Job Summary:
As a key member of the OSD helpdesk you will play a critical role in delivering all levels of ITSM related support to
colleagues, channels, suppliers and all end-users, ensuring timely resolution of incidents and service requests. In
addition to core helpdesk responsibilities, this role actively participates in wider ITIL responsibilities and processes to
minimise business disruption, risk, and drive continuous service improvement.
In this job, I am accountable for:
Following our Business Code of Conduct and always acting with integrity and due diligence
Represent Talent Acquisition in all forums/ seminars pertaining to process, compliance and audit
Perform other miscellaneous duties as required by management
Driving CI culture, implementing CI projects and innovation for withing the team
Incident and Request Management
Provide first-line technical support via all channels
Triage, Log, categorise, prioritise, and resolve incidents and service requests in line with SLAs.
Escalate unresolved issues to appropriate support teams.
Major Incident Management (MIM)
Act as the first responder for major incidents, ensuring rapid assessment and escalation.
Collaborate with technical teams to coordinate resolution efforts.
Communicate incident status updates to stakeholders and users.
Participate in post-incident reviews and contribute to root cause analysis.
Problem Management
Identify recurring incidents and contribute to problem detection and logging.
Assist in root cause analysis and documentation of known errors.
Key people and teams I work
People, budgets and other resources
Support the implementation of workarounds and permanent fixes.
with in and outside of Tesco:
I am accountable for in my job:
Maintain the Known Error Database (KEDB) and contribute to knowledge articles.
PIR
Tesco Mobile UK
Participate in PIR meetings for major and high-priority incidents.
CCEC Support Operations
Contribute to the creation of RCA and PIR reports, including timelines, impact assessments, and lessons learned.
CCEC Change & Business Partnering
Ensure action items from PIRs are tracked and followed up to completion.
Help identify process gaps and recommend improvements to prevent recurrence.
Service Improvement
Analyse trends in incidents and requests to identify improvement opportunities.
You will need Operational skills relevant for this job:
Experience relevant for this job:
As part of the knowledge process contribute to the development of support documentation and user guides.
Participate in service review meetings and provide feedback on service performance.
Communication and Collaboration
ITIL Foundation certification (v4)
1-3 years of experience in a helpdesk or IT support
Maintain clear and professional communication with users and IT teams.
Experience of working within a SIAM business model,
role.
Work closely with Incident, Problem, and Change Managers to ensure process alignment.
and able to work as a team or alone in a high-pressure
Strong understanding of ITIL processes, especially
Provide training and mentoring to junior helpdesk staff as needed.
busy helpdesk environment.
Incident, Problem, and Major Incident Management.
Familiarity with monitoring tools and alert management
Experience using ITSM tools, and a fundamental
systems.
understanding of ITIL framework
Excellent troubleshooting and analytical skills.
Strong communication and customer service
orientation.
Ability to be flexible around working hours to ensure full
operational coverage, this may include working on a
rota basis which will include some weekend working. About us At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve. At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed. We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone’s life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.
As a key member of the OSD helpdesk you will play a critical role in delivering all levels of ITSM related support to
colleagues, channels, suppliers and all end-users, ensuring timely resolution of incidents and service requests. In
addition to core helpdesk responsibilities, this role actively participates in wider ITIL responsibilities and processes to
minimise business disruption, risk, and drive continuous service improvement.
In this job, I am accountable for:
Following our Business Code of Conduct and always acting with integrity and due diligence
Represent Talent Acquisition in all forums/ seminars pertaining to process, compliance and audit
Perform other miscellaneous duties as required by management
Driving CI culture, implementing CI projects and innovation for withing the team
Incident and Request Management
Provide first-line technical support via all channels
Triage, Log, categorise, prioritise, and resolve incidents and service requests in line with SLAs.
Escalate unresolved issues to appropriate support teams.
Major Incident Management (MIM)
Act as the first responder for major incidents, ensuring rapid assessment and escalation.
Collaborate with technical teams to coordinate resolution efforts.
Communicate incident status updates to stakeholders and users.
Participate in post-incident reviews and contribute to root cause analysis.
Problem Management
Identify recurring incidents and contribute to problem detection and logging.
Assist in root cause analysis and documentation of known errors.
Key people and teams I work
People, budgets and other resources
Support the implementation of workarounds and permanent fixes.
with in and outside of Tesco:
I am accountable for in my job:
Maintain the Known Error Database (KEDB) and contribute to knowledge articles.
PIR
Tesco Mobile UK
Participate in PIR meetings for major and high-priority incidents.
CCEC Support Operations
Contribute to the creation of RCA and PIR reports, including timelines, impact assessments, and lessons learned.
CCEC Change & Business Partnering
Ensure action items from PIRs are tracked and followed up to completion.
Help identify process gaps and recommend improvements to prevent recurrence.
Service Improvement
Analyse trends in incidents and requests to identify improvement opportunities.
You will need Operational skills relevant for this job:
Experience relevant for this job:
As part of the knowledge process contribute to the development of support documentation and user guides.
Participate in service review meetings and provide feedback on service performance.
Communication and Collaboration
ITIL Foundation certification (v4)
1-3 years of experience in a helpdesk or IT support
Maintain clear and professional communication with users and IT teams.
Experience of working within a SIAM business model,
role.
Work closely with Incident, Problem, and Change Managers to ensure process alignment.
and able to work as a team or alone in a high-pressure
Strong understanding of ITIL processes, especially
Provide training and mentoring to junior helpdesk staff as needed.
busy helpdesk environment.
Incident, Problem, and Major Incident Management.
Familiarity with monitoring tools and alert management
Experience using ITSM tools, and a fundamental
systems.
understanding of ITIL framework
Excellent troubleshooting and analytical skills.
Strong communication and customer service
orientation.
Ability to be flexible around working hours to ensure full
operational coverage, this may include working on a
rota basis which will include some weekend working. About us At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve. At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed. We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone’s life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.