Associate - CEC Operations

Job description

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 Operations Contribute to the creation of RCA and PIR reports, including timelines, impact assessments, and lessons learned. CCEC Change & Business Partnering Ensure action items from PIRs are tracked and followed up to completion. Help identify process gaps and recommend improvements to prevent recurrence. Service Improvement Analyse trends in incidents and requests to identify improvement opportunities. You will need Operational skills relevant for this job: Experience relevant for this job: As part of the knowledge process contribute to the development of support documentation and user guides. Participate in service review meetings and provide feedback on service performance. Communication and Collaboration ITIL Foundation certification (v4) 1-3 years of experience in a helpdesk or IT support  Maintain clear and professional communication with users and IT teams. Experience of working within a SIAM business model,  role. Work closely with Incident, Problem, and Change Managers to ensure process alignment. and able to work as a team or alone in a high-pressure  Strong understanding of ITIL processes, especially  Provide training and mentoring to junior helpdesk staff as needed. busy helpdesk environment. Incident, Problem, and Major Incident Management. Familiarity with monitoring tools and alert management  Experience using ITSM tools, and a fundamental  systems. understanding of ITIL framework Excellent troubleshooting and analytical skills. Strong communication and customer service  orientation. Ability to be flexible around working hours to ensure full  operational coverage, this may include working on a  rota basis which will include some weekend working. Whats in it for you? At Tesco, we are committed to providing the best for you.    As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.    Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.     Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable.    Salary • Your fixed pay is the guaranteed pay as per your contract of employment.    Performance Bonus • Opportunity to earn additional compensation bonus based on performance, paid annually    Leave & Time-off • Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy.    Making Retirement Tension-FreeSalary • In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.    Health is Wealth • Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws.    Mental Wellbeing • We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.     Financial Wellbeing • Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.     Save As You Earn (SAYE) • Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.     Physical Wellbeing • Our green campus