Role 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.
Key Responsibilities:
1. 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.
2. 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.
3. Problem Management
- Identify recurring incidents and contribute to problem detection and logging.
- Assist in root cause analysis and documentation of known errors.
- Support the implementation of workarounds and permanent fixes.
- Maintain the Known Error Database (KEDB) and contribute to knowledge articles.
4. PIR
- Participate in PIR meetings for major and high-priority incidents.
- Contribute to the creation of RCA and PIR reports, including timelines, impact assessments, and lessons learned.
- Ensure action items from PIRs are tracked and followed up to completion.
- Help identify process gaps and recommend improvements to prevent recurrence.
5. Service Improvement
- Analyse trends in incidents and requests to identify improvement opportunities.
- 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.
6. Communication and Collaboration
- Maintain clear and professional communication with users and IT teams.
- Work closely with Incident, Problem, and Change Managers to ensure process alignment.
- Provide training and mentoring to junior helpdesk staff as needed.
Required Skills and Experience:
- 1–3 years of experience in a helpdesk or IT support role.
- Strong understanding of ITIL processes, especially Incident, Problem, and Major Incident Management.
- Experience using ITSM tools, and a fundamental 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.
Preferred Qualifications:
- ITIL Foundation certification (v4)
- Experience of working within a SIAM business model, and able to work as a team or alone in a high-pressure busy helpdesk environment.
- Familiarity with monitoring tools and alert management systems.
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