Jun 16, 2022
We are looking for a Service Desk Specialist who will be responsible for providing first line single point of contact supporting our ever-growing Ocado Group customers. You are expected to support the restoration of our Technology services. This is a fast-paced shift-based role in our Service Assurance Operations Centre.
This is a 24/7 shift based role 7am-7pm / 7pm-7am Alternating days and nights. so will require you to be flexible with working hours.
Provide outstanding Customer Service.
Provide support for a diverse and ever-evolving customer base consuming Ocado Services performing a variety of roles incorporating:
Incident Triage and Prioritisation.
Incident Resolution.
Customer Liaison and Communication
First time Fix based upon knowledge and technical ability.
Create relevant knowledge articles to support the Service Assurance process.
Planning and effective delivery of project/continuous improvement initiatives
Drive incident recording quality via retrospectives and reviews.
Recommend and suggest tooling improvements.
Drive to deliver exceptional Customer Service.
A can do attitude. No task is too small.
Demonstrable knowledge of Jira Service Desk and Confluence or equivalent ITSM tooling.
Good troubleshooting and problem-solving skills
Strong verbal and written communication, robust interaction with stakeholders and other members of the team.
Ability to manage expectations, deal with complex customer concerns and improve customer service.
Accountability and ownership, prioritising own workload.
Work well with others and actively contribute toward team objectives.
Demonstrate a proactive approach and get things done.
Ability to apply learned skills, awareness beyond the immediate area/role.
Ability to work under pressure, flexible, positive and focused during times of change.
Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We can offer technically stretching work, a competitive salary and;
Hybrid Working patterns (varies depending on your role/team)
30 days Work from Anywhere policy
Wellbeing support through Apps such as Unmind and an Employee Assistance Programme
25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
Pension scheme (various options available including employer contribution matching up to 7%)
Private Medical Insurance
22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
Train Ticket loan (interest-free)
Cycle to Work Scheme
Free shuttle bus to and from Hatfield Train Station to the Hatfield offices
Opportunity to participate in Sharesave and Buy as You Earn share schemes
15% discount on Ocado.com and free delivery for all employees
Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary)