Service Desk Analyst

Who we are

Harbor Solutions provides specialist data protection services using enterprise backup products to safeguard data and guard against ransomware attacks. Our leading industry-managed services offer world-class customer service and give customers confidence that their data is secure.

Harbor prides itself on building strong relationships with our customers and is experiencing rapid growth in its customer base, requiring the expansion of our support teams.

What’s the role?

Service Desk Analyst

Our Service Desk team is the first point of contact our customers have with the support organization. The Service Analyst role is a level one role providing monitoring, management, basic troubleshooting, reporting, and communications to customers. As a customer-facing role, you will communicate with clients via phone and email, so excellent oral and written skills are required. This role reports to the Service Desk Manager.

What you’ll be doing

• Call logging (following ITIL practices for Incidents, Change, and Service Requests)
• Call Allocation
• Ticket updates
• First Line triage
• Responding to Incoming emails (and Calls)
• First Line Fix
• Implement ‘basic’ Changes
• Monitoring Logic Monitor Application
• Action alerts
• Monitoring of Application mailboxes
• Processing Service Requests
• Create  and Maintain reports internal/external as required
• Basic Application Admin (DRUVA/Zerto/CV/Rubrik)

About you

Core competencies:

This role is suitable for applicants with at least basic technical background/knowledge. The Service Desk Analyst will have direct communication with our customers, so they should be able to liaise with technical and business stakeholders alike.

Some knowledge or understanding of the following would be an advantage:

• Backup and DR Technologies (Rubrik, Druva, Zerto, Commvault, NetBackup)
• Understanding and awareness of ITIL processes
• Understanding how to troubleshoot issues
• Previous experience of working in a technical support environment
• VMware (vCenter, ESX, VDS, and NSX)
• Public Cloud (Azure, AWS)
• Scripting and automation skills (PowerShell)
• Documentation skills

Benefits Overview

• Investment into training and development of individuals – progression within our technical team is strongly encouraged
• 25 Days holiday plus 1 extra for your birthday
• Early Friday finishes in July
• Enhanced maternity and paternity policies
• Flexible working options
• Holiday carry-over options
• Health insurance plus dental coverage
• Food vouchers
• Additional benefits may be included in the future