Harmony Fire
Data & Reporting Analyst
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Department: Service - Delivery
Location: Yeovil
Description
Harmony is on a mission to be the best life safety partner to work with and for. Rated an ‘Outstanding Employer’ by Best Companies in 2025, we are only getting bigger and stronger — and we’re looking for A-players to help us get there.
We are passionate about making a difference and obsessed with quality. Our goal is to build a world where every resident can sleep safely at night, knowing their home is 100% safe.
We are looking for a Data and Reporting Analyst to join our Service team in Yeovil. You will own the quality, structure, and integrity of service desk data end-to-end — building and maintaining dashboards, automated reports, and clean data pipelines so that data is accurate and trustworthy, contractual compliance is fully transparent, and both internal and external stakeholders have the visibility they need to make informed decisions.
Working alongside helpdesk advisors and schedulers, you will play a key part in identifying trends, exceptions, and improvement opportunities from data, driving greater use of self-service reporting and automation, and building the monthly reporting packs that underpin client reviews and continuous improvement across the service desk.
Key Responsibilities
- Produce accurate and timely reporting on reactive, planned, and small works / remedial activity across all contracts.
- Own the quality, structure, and integrity of service desk data within the service management system (SimPRO), running regular data-quality checks and fixing issues at source.
- Construct and run PPM (planned preventative maintenance) routines within the service management system, ensuring schedules are set up correctly and generate on time.
- Set up new contracts within the service management system to accurately reflect contractual requirements, including SLAs, asset data, and PPM routines.
- Update contract and asset data to reflect contract changes, renewals, and variations as they occur.
- Design, build, and maintain dashboards and self-service reporting tools (e.g. Power BI) so stakeholders can access up-to-date data without ad hoc requests.
- Build and maintain monthly internal and external reporting packs for client and stakeholder review.
- Monitor performance against contractual SLAs and KPIs, flagging exceptions and risks to the Service Desk Supervisor.
- Analyse trends in job completion, response times, first-time fix rates, and customer satisfaction to support continuous improvement.
- Identify and deliver opportunities for reporting and data automation, reducing manual processing across the service desk.
- Work closely with helpdesk advisors and schedulers to resolve data quality issues at source and improve capture at the point of entry.
- Support contractual compliance reporting, ensuring evidence is accurate, well structured, and audit-ready.
- Maintain clear, well-documented reporting templates, data definitions, and processes that are easy for others to use.
- Respond to ad hoc data and reporting requests, and support the Service Desk Supervisor with wider service desk data and insight needs.
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Skills, Knowledge & Expertise
- An A-player mindset — high standards, extreme ownership and the drive to do things properly, the first time.
- Experience in a data, reporting, or management information role, ideally in a field service environment.
- Strong Excel skills (formulas, pivot tables, data visualisation), with practical experience building reports or dashboards in Power BI or a similar BI tool.
- High level of accuracy and strong attention to detail when working with data.
- Ability to interpret data and translate it into clear, actionable insight for non-technical audiences.
- Strong organisational skills with the ability to manage multiple reporting deadlines.
- Confident communicator, comfortable presenting data and insight to internal and external stakeholders.
- Collaborative team player, able to work closely with helpdesk, scheduling, and management colleagues.
- Understanding of data structure and data quality principles, and of operating under contractual service levels and SLAs (preferable).
- Experience of service management software (SimPRO or equivalent), including setting up contracts and constructing / running PPM routines (preferable).
- Background in data automation, process improvement, or basic scripting / query skills such as Power Query or SQL (preferable).
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Job Benefits
This is a chance to join the Service team at one of the UK’s fastest-growing fire safety specialists in a role that puts you at the heart of how we use data to deliver better outcomes for our clients. At Harmony, we ask a lot — and we give a lot back. The hours are real, the standards are high and the work is demanding, but for those who show up, deliver and go the extra mile, the rewards follow. A-players here enjoy a competitive salary, a Personal Development Plan with ongoing training and mentoring, unlimited holiday, a bonus scheme paying up to 50% of annual salary, enhanced maternity and paternity, lunch, snacks and refreshments on us every day (fresh fruit and Takeaway Friday included), a team social budget, cycle to work, an auto-enrolment pension, two major company events a year and our Reward and Recognition scheme — including European mini-breaks for those who go above and beyond. It is a collaborative, high-energy environment focused on doing things the right way — and none of it is a perk for showing up; it’s what we share with the people pulling the business forward.
Harmony is an equal opportunity employer. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief. We want everyone who works with us to feel valued and to make a difference.
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