ITSM Helpdesk Agent

We have an exciting role at Tesco Mobile for an ITSM Helpdesk Agent. 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.

This role sits within the Tesco Mobile team and will be based in Manchester. You’ll be expected to be on-site two days a week.

Tesco Mobile is a totally unique business, a 50/50 joint venture between VMO2 and Tesco that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions.

Tesco Mobile has more than 5 million customers and is award-winning, instilling agile methodologies and cultivating a fantastic can-do attitude across it's teams. We're always on the lookout for the best talent, be that from our two shareholders or the wider industry.

Working at Tesco Mobile means being employed by one of our joint venture shareholders – Virgin Media O2 or Tesco Mobile, our Head Office vacancies are advertised under both brands. Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well. We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to care for human connection – we are supermarket mobile!

In order to be considered, you must have the following experience;

• Experience in a helpdesk or IT support environment.

• A strong understanding of ITIL processes, especially around Incident, Problem, and Major Incident Management.

• Familiarity with ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management) and how they support ITIL-aligned service delivery.

• Strong problem-solving and troubleshooting skills, you’re someone who enjoys getting to the root of a technical issue.

• Clear communication skills and a customer-first mindset, you're calm under pressure and keen to help others.

• Willingness to work flexibly, including on a rota that may involve weekend or out-of-hours shifts.

• ITIL Foundation certification (v4)
• Experience of working within a SIAM business model, and able to work as a team or alone in a high-pressure busy helpdesk environment.
• Familiarity with monitoring tools and alert management systems.

We'd also love you to bring;

• Clear and confident communication skills, especially when handling incidents or working under pressure
• A collaborative mindset and a willingness to support others. You’ll work closely with various IT teams and may mentor junior colleagues, so being approachable, dependable, and a team player is essential.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Tesco Mobile means you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

We're all about hybrid working here, so expect to have a base location where you'll have the right facilities to enable amazing collaboration and quality time with your team, alongside all the right kit to work from home too.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include two stage interview process.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Tesco Mobile family.