Service Desk Analyst - 1st Line Support

Sorry, this vacancy is now closed

£Competitive plus Benefits
Closing date
17 Nov 2017
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.

What You Will Do

This is no ordinary Service Desk, supporting a diverse infrastructure and our in house bespoke software, you will be the entry point for any technology query relating to Ocado and our external customers. Our real time business critical systems require round the clock monitoring and support. Your main duties will be logging and prioritising support and live incident tickets, as well as responding to application and infrastructure alerts from our monitoring systems.

What you will need

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

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 SLAs or KPIs. However, we are also keen to hear from people with a Technology background who would be in.

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 and existing processes.
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 and A level (or equivalent) standard. A minimum of grade C and above is required for English and Maths at GCSE level.


The role will 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.

Job alerts