Vacancy NameSenior Service Desk Analyst Vacancy NoVN1117 Job TypePermanent LocationSunderland Job Details
Senior Service Desk Analyst
Contract type:Permanent
Location: Sunderland - Onsite
Working hours per week:40 hours
Level:Senior
Application Closing Date:Friday 7th November 2025
About us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.
We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket,. Not only is Ocado.com the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind, our same-day grocery delivery service.
About the team and the role
Join Ocado Retail as a Senior Service Desk Analyst in Sunderland, a pivotal role providing senior IT support and leadership. You're a natural problem-solver who will enhance our service desk operations and contribute to key IT projects. Our team thrives on continuous improvement and collaboration, ensuring seamless IT services.
This is an exciting time as we're on a major transformation journey, implementing a new suite of applications for our Contact Centre. You'll have the unique opportunity to work directly with the wider project team on these critical deliverables.
As a Senior Service Desk Analyst, you will be a primary point of contact for staff at Ocado Retail, providing escalated support, contributing to the continuous improvement of service desk operations, and participating in IT-related projects.
What you’ll do
1. Providing 2nd line support to employees in Ocado Retail, handling escalated incidents and complex technical issues.
2. Mentoring and guiding junior Service Desk Analysts, fostering a collaborative and knowledge-sharing environment.
3. Keeping in-house support systems up to date, ensuring accuracy and completeness of information.
4. Ensuring support requests are handled within agreed SLAs, monitoring performance and implementing improvements to meet targets.
5. Smoothly on-boarding new services, working closely with the Service Management team to ensure effective transition and support.
6. Maintaining strong relationships with Ocado Group Service Management and Service Desk teams, ensuring tickets have enough detail to be resolved within SLA and collaborating on cross-functional initiatives.
7. Working with the Ocado Retail Service Management team to update and manage the knowledge management tool, contributing to its development and ensuring its relevance.
8. On-boarding and off-boarding users to relevant systems and granting access using AD, with a focus on maintaining security and compliance.
9. Logging and assigning tickets correctly, providing regular follow-up with end-users, and ensuring timely resolution within SLAs.
10. Collaborating with the wider team on hardware requests and incidents, as well as supporting planned changes such as desk moves, hardware upgrades etc.
11. Participating in IT-related projects, contributing technical expertise and ensuring alignment with service desk operations.
Who you are
12. Extensive experience logging incidents in an ITSM tool.
13. Strong understanding of ITIL principles and best practices.
14. Proven experience in a 1st and 2nd line support role.
15. Excellent time management skills and a strong customer focus.
16. Demonstrated problem-solving skills and a passion for continuous learning.
17. Excellent communication and interpersonal skills, with the ability to communicate technical information to both technical and non-technical audiences.
18. Ability to work effectively in a fast-paced environment and adapt to changing priorities.
Desirable Experience
19. In-depth knowledge of Azure Active Directory and user administration.
20. Experience in mentoring or leading junior team members.
21. Experience with service improvement initiatives and process optimisation.
22. Experience working on IT-related projects.
What’s in it for you
By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:
Health & Wellbeing: Healthcare Cash Plan with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount
Never miss the moments that matter: The holiday year runs from September 1st to August 31st. In each complete holiday year, you are entitled to 30 days of paid holiday, plus Christmas Day, Boxing Day and New Year’s Day (unless Ocado Retail decides to declare them as working days, in which case employees will be given a day off in lieu). All other bank holidays are treated as normal working days.
Our Hiring Process
Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.
Your Application and AI
In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.
Everyone’s welcome
We’re an equal opportunity employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.