Data Protection Analyst

Job Title:
Data Protection Analyst
Department:
Services Operations
Reporting To:
Data Protection Team Manager
Location:
Godalming / Birmingham office
Working Hours:
Between Core hours of 8-6pm (Monday-Friday + evening/weekend cover required as part of an On-call rotation)
Travel Required:
Occasional Travel between CSI offices
Version Date:
28.02.#####
Job Purpose
The Data Protection Analyst is responsible for providing specialist support services to CSI's internal and external Data Protection Customers.
The primary job responsibilities include:
• Incident Management - Resolving and working to Customer Incidents and requests, ensuring a timely resolution on issues raised
• Problem Management - Actively raising and working on problem records within our customer environments
• Troubleshooting customer issues to keep their environments running smoothly
Key Accountabilities
• Provide client backups administration, support and technical resolution
• Ensure internal/external processes and procedures are adhered to, in order to maintain consistency and quality of service
• Ensure runbooks are maintained and kept up to date for all assigned customers
• Incident Management - manage the lifecycle of all assigned incidents through to resolution using CSI's ITSM tools
• Working to customer Service Level Agreements (SLA's)
• Liaising with 3rd Party support companies
• Conducting daily, weekly and monthly checks within the customer environments to ensure they are running as expected
• Identify issues and help to drive improvements in customer satisfaction
Skills and Experience:
Essential:
• Experience working in a service desk / support environment
• Exposure and understanding of IT Principles and technologies
• Demonstrable strong customer service focus
• Veeam solutions working knowledge or certification
• Knowledge of Industry backup, recovery technologies and best practices
Desirable:
• Exposure to IBM Spectrum Protect backup software
Person Specification:
• Promote and live the CSI values; Think Client, Deliver Exceptionally and Excel Together
• Excellent communication skills, both written and verbal
• Professional appearance, well-mannered and a constructive attitude in all work-related matters
• Ability to handle multiple tasks and prioritise work to maintain required productivity levels
• Willingness to research and self-study to keep skills relevant
• Self-motivated, flexible in approach, enthusiastic team player and independent worker
• Strong rapport and relationship building skills with internal/external customers
• Strong personal drive, sense of responsibility and accountability, results driven
• Methodical in approach with sound analytical and problem-solving skills, and keen attention to detail
• Enjoys a challenge
Employee Acknowledgement:
We believe that each employee empowers and shapes a culture of success - everyone has a role to play. This job description outlines your key accountabilities and job requirements but occasionally we may expect you to perform duties that aren't part of your job description. We expect each employee to offer their services wherever and whenever necessary to ensure the success of our company goals.