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For Companies At a Glance
- Tasks: Provide first-line IT support and manage incidents for Tesco Mobile.
- Company: Join the dynamic team at Tesco Mobile, a leader in telecommunications.
- Benefits: Enjoy a competitive salary, hybrid working, and a supportive culture.
- Why this job: Make a real impact by resolving IT issues and improving services.
- Qualifications: Experience in IT support and knowledge of ITIL processes required.
- Other info: Flexible working hours with opportunities for career growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
Responsibilities
- 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.
Qualifications
- 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.
Desired
- 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.
Benefits
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.
Next Steps
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.
ITSM Helpdesk Specialist (Incident Management) - Tesco Mobile employer: Virgin Media O2
Contact Detail:
Virgin Media O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Helpdesk Specialist (Incident Management) - Tesco Mobile
✨Tip Number 1
Network like a pro! Reach out to current employees at Tesco Mobile on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. This insider info can give us a leg up!
✨Tip Number 2
Prepare for those tricky questions! Think about how your past experiences align with the responsibilities of the ITSM Helpdesk Specialist role. We should practice articulating our troubleshooting skills and how we’ve handled incidents in the past.
✨Tip Number 3
Show off your ITIL knowledge! Brush up on ITIL processes, especially around Incident and Problem Management. We want to demonstrate that we’re not just familiar with the terms but can apply them effectively in real-world scenarios.
✨Tip Number 4
Don’t forget to follow up! After the interview, send a thank-you email to express our appreciation for the opportunity. It’s a great way to keep us on their radar and show that we’re genuinely interested in the role.
We think you need these skills to ace ITSM Helpdesk Specialist (Incident Management) - Tesco Mobile
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ITSM Helpdesk Specialist role. Highlight your experience with ITIL processes and any relevant tools like Halo or Jira. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about incident management and how your previous experiences have prepared you for this role. Let us know why you want to join Tesco Mobile specifically.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved incidents in the past. We love seeing candidates who can demonstrate their troubleshooting abilities and analytical thinking, so don't hold back!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s straightforward, and you'll be able to keep track of your application status easily. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Virgin Media O2
✨Know Your ITIL Inside Out
Since the role focuses heavily on ITIL processes, make sure you brush up on your knowledge of Incident, Problem, and Major Incident Management. Be ready to discuss how you've applied these principles in past roles, as this will show your understanding and practical experience.
✨Familiarise Yourself with ITSM Tools
Get comfortable with ITSM tools like Halo or Jira before the interview. If you have experience with these platforms, be prepared to share specific examples of how you've used them to log incidents or manage service requests effectively.
✨Demonstrate Your Troubleshooting Skills
Prepare to walk through a couple of troubleshooting scenarios during the interview. Think about common issues you've resolved in the past and how you approached them. This will highlight your analytical capabilities and customer-focused support.
✨Communicate Clearly and Confidently
Since communication is key in this role, practice articulating your thoughts clearly. You might be asked to explain complex technical issues to non-technical stakeholders, so showing that you can simplify information will be a big plus.
