About the role
Refer to you will be responsible for section
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