ITSM Helpdesk Specialist (ITIL)

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 to 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.

You will be responsible for:

Incident & Request Management

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.

Major Incident Management (MIM)

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.

Problem Management

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.

Post-Incident Review (PIR)

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.

Service Improvement

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.

Communication & Collaboration

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.

You will need:

Required Skills & Experience

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.

Preferred Qualifications

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.

What's in it for you:

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. Click Here 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

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility