Service Desk Analyst

Job Opening: Service Desk Analyst

About Harbor Solutions

Harbor Solutions is a data services provider focused on protecting and recovering customer data. With a strong emphasis on data availability and security, we provide high-quality services backed by decades of industry experience.

About the Job

As part of the Service Desk team, you will be the first point of contact for our customers. This level-one role involves monitoring, management, basic troubleshooting, reporting, and clear communication via phone and email. Reporting to the Service Desk Manager, you will help ensure the seamless delivery of support services.

We have two offices - one in St Albans and one in Farringdon, London. This role offers options with hybrid and remote working.

Key Responsibilities

  • Logging, allocating, and updating support calls following ITIL best practices.
  • Performing first-line triage and fixes.
  • Monitoring systems for alerts and acting on them.
  • Processing service requests and implementing basic changes.
  • Responding to customer communications (emails and calls).
  • Supporting application administration for platforms like Rubrik, Druva, Zerto, and Commvault.
  • Producing internal and external reports as required.

Qualifications

  • Basic technical background, eager to grow in a technical support environment.
  • Knowledge of Backup and DR Technologies (e.g. Rubrik, Druva, Zerto, Commvault, NetBackup).
  • Strong communications skills.
  • Understanding of ITIL processes and troubleshooting methodologies.
  • Experience with VMware environments (vCenter, ESX, VDS, NSX).
  • Familiarity with Public Cloud Platforms (Azure, AWS).
  • Basic Scripting/automation skills (e.g. PowerShell).
  • Technical documentation skills.

Benefits Overview

  • Investment in training and development with opportunities for progression.
  • 25 days of holiday, plus an extra day for your birthday.
  • Early Friday finishes during July.
  • Enhanced maternity and paternity policies.
  • This role is flexible on location with hybrid/remote options available.
  • Holiday carry-over options.
  • Health insurance.
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