Job Title: Service Desk Technical Analyst
Location: Manchester (Hybrid, 2 days onsite)
Duration: 6 months
Client: Tesco Mobile Limited
About the Company:
Tesco Mobile Limited is a mobile virtual network operator in the United Kingdom, Ireland, Slovakia, and the Czech Republic. We are dedicated to delivering exceptional service and innovative solutions to our customers.
Job Description:
We are seeking a Service Desk Technical Analyst to join our OSD squad. The successful candidate will support the OSD Squad Lead and Lead Analysts in delivering high-quality IT service management. You will be part of a high-performing helpdesk team, providing proactive and efficient support for Tesco Mobile's IT infrastructure.
Key Responsibilities:
- Collaborate with the OSD Squad Lead to ensure smooth team operations and helpdesk coverage.
- Resolve incoming work with a focus on first-time resolution and high-quality triaging and analysis.
- Monitor events, alerts, and alarms, providing resolution within SLA targets.
- Build and maintain strong relationships with both internal and external stakeholders.
- Complete and record RCAs and PIRs to drive continuous improvement.
- Contribute to ITSM-driven initiatives, working as part of a team to deliver positive changes.
- Assist in creating and maintaining knowledge base articles to ensure team sustainability.
- Proactively recommend and implement process improvements.
- Stay informed on business changes and deployments, documenting and communicating any operational impacts or risks.
- Support problem management by raising, managing, and resolving problem cases.
- Manage access control requests, identifying areas for improvement where necessary.
- Optimise and automate processes related to alerting and incident response.
- Contribute to continual improvement in API monitoring, performance, and processes.
- Ensure documentation of key processes and knowledge transfer within the team.
Technical Skills & Experience Required:
- Familiarity with APIs and experience using Postman or similar API testing tools.
- Experience with unit testing and API monitoring.
- Understanding of ITIL fundamentals and Agile methodologies.
- Ability to optimise and automate helpdesk operations.
- Proficiency in documenting processes and educating team members.
What We Offer:
- A collaborative and supportive team environment.
- Opportunities to develop your skills in ITIL and Agile frameworks.
- The chance to work with a leading mobile network operator.
Pontoon is an employment consultancy. We put expertise, energy, and passion into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an all-encompassing environment that helps them thrive.
How to Apply:
Please send your CV to [email protected].
Please note that if you do not hear from us within 48 hours, your application has not been successful on this occasion. We may keep your details for future vacancies.