Service Desk Technical Analyst

3 weeks ago

Manchester, New Hampshire, United Kingdom Tesco Mobile Full time
About the Role

We are seeking a skilled Service Desk Technical Analyst to join our OSD squad at Tesco Mobile Limited. As a key member of our high-performing helpdesk team, you will provide proactive and efficient support for our 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.
Requirements
  • 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.
About Us

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.

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.

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