Senior Service Desk Analyst

Ocado Retail; Sunderland; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the retail sector is seeking a Senior Service Desk Analyst in Sunderland. The role involves providing expert IT support, mentoring junior staff, and enhancing service desk operations. Candidates should have a strong understanding of ITIL principles and experience in support roles. Join a dynamic team and enjoy benefits such as healthcare, pension contributions, and discounts.

Benefits

Healthcare

Pension contributions

Discounts

Holiday allowance

Qualifications

• Experience in 1st and 2nd line support roles.
• Strong understanding of ITIL principles.
• Leadership experience and mentoring skills.

Responsibilities

• Provide expert 2nd line support to resolve escalated incidents.
• Mentor junior Service Desk Analysts.
• Manage support requests to meet SLAs.

Skills

ITIL principles

Customer service

Problem-solving

Time management

Mentoring

Tools

Google Workspace

Active Directory

Job description

Join to apply for the Senior Service Desk Analyst role at Ocado Retail

About Us

Our mission is to deliver joy in every shop, through unbeatable choice, unrivaled service, and reassuringly good value.

Job Details

• Contract type: Permanent
• Location: Sunderland – Onsite
• Working hours per week: 40 hours
• Level: Senior
• Application closing date: Thursday 5th June 2025

About Ocado Retail

Ocado Retail is a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket. We offer a full range of M&S food online, the widest online supermarket range in the UK, and champion small, independent brands. We also operate Zoom by Ocado, our same-day grocery delivery service.

The Role

As a Senior Service Desk Analyst in Sunderland, you will provide senior IT support and leadership, enhance service desk operations, and contribute to key IT projects. You will work closely with the project team on new application implementations for our Contact Centre.

Responsibilities

1. Provide expert 2nd line support to resolve escalated incidents and complex technical issues.
2. Mentor and guide junior Service Desk Analysts to foster a collaborative team environment.
3. Maintain and update support systems, ensuring data accuracy.
4. Manage support requests to meet SLAs, monitor performance, and implement improvements.

Candidate Requirements

• Strong understanding of ITIL principles and best practices.
• Experience in 1st and 2nd line support roles.
• Excellent time management and customer service skills.
• Problem-solving skills and a passion for learning.
• Leadership experience and mentoring skills.
• Knowledge of Google Workspace and Active Directory.
• Experience with service improvement initiatives and IT projects.
• Ability to work effectively in a fast-paced environment.

Benefits

Join Ocado Retail to work with a dynamic team, develop your skills, and enjoy benefits such as healthcare, pension contributions, discounts, holiday allowance, and more.

Our Hiring Process

We treat all applications fairly. Selected candidates will be contacted for an initial discussion with our Talent Partner. We welcome all applicants and offer reasonable adjustments during the recruitment process.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Retail