Vacancy NameService Desk Analyst Vacancy NoVN1156 Job TypePermanent LocationHatfield Job Details
Service Desk Analyst
Contract type:Permanent
Location:Hatfield (Hybrid working - 3 days in the office)
Working hours per week:40 hours
Level:Associate
Application Closing Date:Monday 26th January 2026
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 our small but vital team as the first point of contact for all Ocado Retail staff. We are seeking a highly motivated, customer-focused, and natural problem solver who excels at 'thinking outside the box.'
You will play a crucial role in maintaining high service levels and ensuring the smooth operation of IT services for the entire business. This role is essential to the day-to-day productivity of every employee. You will grow your skills in IT Service Management, Active Directory administration, and gain exposure to a wide range of hardware and software issues. You will report directly to the Service Lead.
What you’ll do
1. Provide professional and effective first-line IT support to all Ocado Retail employees, resolving incidents and fulfilling service requests promptly.
2. Log, assign, and track all support tickets accurately using our ITSM tool, ensuring regular, proactive follow-up with end-users to meet agreed Service Level Agreements.
3. Efficiently manage user access by performing system on-boarding and off-boarding procedures, including granting access via Active Directory (AD).
4. Partner with the Technical Support Technician on resolving hardware-related incidents (e.g., desk moves, hardware rollouts, and upgrades).
5. Collaborate with the Service Management team to update, manage, and maintain the internal knowledge management documents.
Who you are
Essential Skills & Experience
6. Proven experience logging and managing incidents and requests within an ITSM tool.
7. Sound knowledge of and exposure to ITIL principles.
8. Excellent time management and organisational skills, with a relentless focus on customer satisfaction.
9. Demonstrable problem-solving ability and an eagerness to learn new systems and technologies quickly.
10. Exposure to Active Directory for basic user management.
Desirable Skills & Experience
11. Experience in a fast-paced or rapidly changing IT environment.
12. Formal ITIL certification or training.
13. Experience with knowledge management processes.
14. Strong verbal and written communication skills.
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: Private medical insurance with option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme, and free shuttle bus from Hatfield station to the office.
Never miss the moments that matter: Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.
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