Technical Customer Support/Service Desk Analyst

Closing date
31 Jan 2019
42 hours per week
Contract type
Hatfield (Head Office)

Our Technology Operations department is focussed on providing support for our strategic platforms and services to support our automated facilities for the Ocado Smart Platform. This is an exciting opportunity for talented individuals who wish to join a fast-growing international company that is using state of the art technology. The Ocado Smart Platform is our new modular and scalable hardware platform for building our highly automated warehouses which we will use to put some of the largest bricks and mortar retailers around the world online using our disruptive business model.

As a Service Desk/Customer Support Analyst, you will represent our 1st Line Support team to both internal and external customers. You are responsible for logging tickets, triaging the severity of issues, taking care of various queries and answering ‘How to' queries.

You will possess unmatched customer service and social skills and have acute attention to detail.

You will have ideally had between six months and two years experience in a customer service or technical support environment with exposure to handling time critical incidents. You will also demonstrate an ability and enthusiasm to meet various critical metrics or targets.

What We Are Looking For:

  • Ability to prioritise based on potential impact
  • Strong troubleshooting and problem solving capabilities.
  • A demonstrated desire to develop yourself
  • Excellent verbal and written communications skills
  • Ability to work within tight timescales
  • Awareness of importance of accuracy, data integrity and of adhering to procedures
  • Ability to manage expectations, deal with complaints and improve customer service
  • Confident and organised
  • Standout colleague who is willing to share knowledge
  • You should have at least a working knowledge of ITIL and ideally be working towards or already passed your ITIL Foundation Certificate

As this role is centered around Technical support we hope to see a passion and enthusiasm for technology and working in a technical environment. Progression is important to us within Ocado Technology, so with the right attitude we can help you to grow and develop your career within Technology Operations.

It Would Be A Bonus If You Had:

  • Experience of supporting Linux, Unix and MS Windows domain based systems
  • Basic understanding of SQL/Oracle would be beneficial.
  • Previously supporting critical production infrastructure
  • Understanding of Network infrastructure.

You should ideally be educated to a minimum GCSE A level (or equivalent) standard.

The role will eventually involve working a 4-on/4-off days and nights 12 hour shift pattern, although initial training period can be changeable.

Ideally you should have your own transport. There is a requirement to work Bank holidays and Weekends.

What We Can Offer You:

Within our flexible work environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include a generous pension scheme, interest-free season ticket loan, free shuttle bus from Hatfield train station and, of course, healthy Ocado staff discounts (and free delivery) across our Webshops including Groceries, Fetch, Sizzle and Fabled.

We also have Friday socials on the first Friday of every month, sports clubs such as badminton, running and table tennis (and much more), not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events such as discussion sessions, conference briefs and external guest speakers.

Click to find out more about Ocado Technology and our recruitment process.

Please note that due to the high volume of applications we will be in contact with shortlisted candidates only. If you have not heard from us within 4 weeks, please assume your application has been unsuccessful on this occasion.

Due to the energising nature of Ocado's business, our vacancy close dates may be subject to change. Ocado is an equal opportunity employer.

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