ITSM Helpdesk Specialist (ITIL Certified)

As an ITSM Skilled colleague within our OSD Helpdesk team, you will play a vital role in supporting our colleagues, channels, suppliers, and end-users. You’ll handle a wide range of incidents and service requests while helping us maintain stability across our IT environment. You’ll also be involved in wider ITIL processes, contributing to continuous service improvement and helping to minimise business disruption.

This is an exciting opportunity to work collaboratively with a range of teams, develop your ITSM skills, and make a meaningful impact across the business.

Please note: This role can be based out of either our Manchester or Slough office (based on your home location) and will be hybrid working.

Responsibilities

• Provide first-line technical support across all communication channel
• Log, triage, categorise, prioritise, and resolve incidents and service requests in line with SLA
• Escalate complex or unresolved issues to appropriate support team
• Act as the first responder to major incidents, ensuring prompt assessment and escalation
• Work closely with technical teams to support effective resolution
• Communicate timely incident updates to stakeholders and users
• Participate in post-incident reviews and contribute to root cause analysis
• Identify recurring incidents and support problem detection
• Assist with root cause investigations and documentation of known error
• Support implementation of workarounds and permanent resolution
• Maintain the Known Error Database (KEDB) and contribute to knowledge article
• Take part in PIR sessions for major and high-priority incidents
• Contribute to RCA and PIR documentation, including timelines, impact assessment, and lessons learned
• Ensure follow-up actions are tracked and complete
• Help identify process gaps and recommend improvement

Service Improvement

• Analyse trends to identify opportunities for service enhancement
• Support creation of knowledge articles, user guides, and documentation
• Participate in service review meetings and contribute constructive feedback
• Maintain clear, empathetic, and professional communication with users and IT team
• Work closely with Incident, Problem, and Change Managers to ensure strong process alignment
• Mentor and support junior helpdesk colleagues as needed

Qualifications

• 1–3 years’ experience in a helpdesk or IT support role
• Strong understanding of ITIL practices, especially Incident, Problem, and Major Incident Management
• Experience using ITSM tools and a fundamental understanding of the ITIL framework
• Strong troubleshooting and analytical abilities
• A collaborative mindset with excellent communication and customer service skills
• Flexibility to support operational coverage, including potential rota and weekend work

Preferred Qualifications

• Experience working within a SIAM model
• Ability to work effectively both independently and in a high-pressure, fast-paced environment
• Familiarity with monitoring tools and alert management systems

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