Service Desk Analyst

We’re Ocado Retail. We’re the people powering Ocado.com, the UK’s fastest-growing grocer, and Ocado Zoom, our almost-as-fast-growing, same-day grocery service. As the world’s biggest and best online-only grocer, we work tirelessly to bring more of what matters to our customers: unbeatable range, fair value and effortless convenience.



We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious, Bring your best self and Challenge what's possible. We’re growing fast, and we’re looking for like-minded people to join us for the next step of this.



Purpose of Role

The successful candidate will be a highly motivated individual with sound written and verbal communication skills. Are you a natural problem solver? Do you think outside the box? We are looking for a Service Desk Analyst to join our team.

We are a small but mighty team, and you will be the first point of contact for the staff at Ocado Retail.



Key Accountabilities

• Providing 1st line support to employees in Ocado Retail
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  Keeping in-house support systems up to date
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  Ensuring support requests are handled within agreed SLA’s
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  Smoothly onboarding new services working with the Service Management team
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  Maintaining strong relationships with Ocado Group Service Management and Service Desk teams ensuring tickets have enough detail to be resolved within SLA.
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  Working with the Ocado Retail Service Management team to update and manage the knowledge management tool
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  On-boarding and off-boarding users to relevant systems and granting access using AD
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  Tickets should be logged and assigned correctly, providing regular follow-up with the end-users to achieve SLA.
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  Working alongside Technical Support Technician to resolve hardware requests and incidents which may occur along with planned changes such as desk moves, hardware upgrades, etc

Person Specification

Minimum Experience:

• Logging incidents in an ITSM tool
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  Exposure to ITIL principles
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  Have excellent time management skills and must be customer-focused.
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  Great problem-solving skills and excited about learning

Preferred Experience (In addition to minimum)

• Excellent communication and interpersonal skills
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  Be adaptable in a faced paced environment
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  Exposure to Active Directory

What We Offer You



At Ocado, we value our employees and want to ensure you are rewarded for your contribution through competitive salaries and fantastic benefits.

• Hybrid working
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  Free onsite parking and free shuttle service from Hatfield station
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  Regular socials
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  26 Days Annual Leave plus bank holidays
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  15% Ocado discount and 20% Marks and Spencer discount
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  Private Medical insurance
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  Income Protection & Life Assurance
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  Enhanced Pension Scheme (with 7% matching)
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  Exciting company benefits through Reward Gateway

A little bit more about us

Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivalled customer data; world-leading technology and logistics from Ocado Group, and unrivalled product development from M&S.

Equal Opportunity Employer

Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status



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