Service Desk Analyst - 1st Line Support

Closing date
30 Apr 2018
42 hours per week
Contract type
Hatfield (Head Office)

Who Are We

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.

About the Role

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 .

About You

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.

The skills required for this role include:

  • 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

Technically stretching work is a given. We want you to push technological boundaries and create solutions to problems people haven’t even thought about yet; so we’ll give you the freedom and the tools and the playful, stimulating working environment you need to do what’s never been done before. While red tape’s conspicuous by its absence, rewards are plentiful: as well as a competitive salary, benefits include pension scheme, interest-free season ticket loan and, of course, a healthy 15% Ocado staff discount (and free delivery).

Find out more about Ocado Technology at

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 fast paced nature of Ocado's business our vacancy close dates may be subject to change.

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