At a Glance
- Tasks: Provide first-line technical support and resolve incidents in a dynamic IT environment.
- Company: Join a forward-thinking company with a focus on IT service management.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Flexible working hours and mentorship opportunities available.
- Why this job: Make a real impact while developing your ITSM skills in a collaborative team.
- Qualifications: 1-3 years in IT support and strong understanding of ITIL practices required.
The predicted salary is between 30000 - 40000 £ per year.
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.
Responsibilities
- Provide first-line technical support across all communication channels
- Log, triage, categorise, prioritise, and resolve incidents and service requests in line with SLA
- Escalate complex or unresolved issues to appropriate support team
- 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
- Identify recurring incidents and support problem detection
- Assist with root cause investigations and documentation of known error
- Support implementation of workarounds and permanent resolution
- Maintain the Known Error Database (KEDB) and contribute to knowledge articles
- 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 complete
- Help identify process gaps and recommend improvement
Service Improvement
- Analyse trends to identify opportunities for service enhancement
- Support creation of knowledge articles, user guides, and documentation
- Participate in service review meetings and contribute constructive feedback
- Maintain clear, empathetic, and professional communication with users and IT team
- Work closely with Incident, Problem, and Change Managers to ensure strong process alignment
- Mentor and support junior helpdesk colleagues as needed
Qualifications
- 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
- 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
ITSM Helpdesk Specialist (ITIL Certified) in Manchester employer: Tesco Mobile
At Tesco Mobile, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our employees to make a real impact. As a Senior Data Scientist, you will have the opportunity to work on high-impact projects in a supportive environment, with access to continuous growth opportunities and the flexibility of hybrid working from our Welwyn Garden City or Slough offices. Join us to not only advance your technical skills but also to contribute to meaningful customer experiences and business outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land ITSM Helpdesk Specialist (ITIL Certified) in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tesco Mobile values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tesco Mobile might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tesco Mobile!
✨Direct Apply to Tesco Mobile
Let's not forget to apply directly through the Tesco Mobile website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ITSM Helpdesk Specialist (ITIL Certified) in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tesco Mobile.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tesco Mobile. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tesco Mobile
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
