Service Desk Analyst

Closing date
31 Aug 2018
42 hours per week
Contract type
Hatfield (Head Office)

We’re Ocado Technology. We architect and build the ground-breaking, game-changing technology solutions that power Ocado, the world's largest online-only grocery retailer. We don’t do off-the-shelf. We don’t do easy. Because we’re writing, building and running all our own software systems, we’re constantly pushing the limits of what technology can do. And when we say ‘we’, we mean ‘you’. Join us and you’ll work across a phenomenal breadth of technology, with incredibly smart people, to create reliable, resilient, scalable and optimised software systems.

You will represent our 1st Line Support to both internal and external customers. They are responsible for logging tickets, triaging the severity of issues, dealing with various queries and answering ‘How to' queries.

What We Need:

Unmatched customer service skills, top notch communication and acute attention to detail are essential to us for any role.

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

What We're 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 under pressure
  • 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
  • Team player who is willing to share knowledge

As this role is centered around Technical support we expect to see a clear passion and enthusiasm for technology and working in a technical environment. If you have any of the following skills it would be beneficial although not necessary -

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

Candidates should 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 will be varied. This could be subject to change in the future.
Candidates should ideally have their 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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