Cyber Service Desk Advisor
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Summary
First-line IT service desk role at cybersecurity firm NCC Group in Manila: the advisor logs, prioritizes, and resolves or escalates support tickets within SLAs, manages user account provisioning and IT assets/licenses, maintains the knowledge base, and drives process improvements with teams across the UK, Netherlands, Australia, and Manila.
The Customer Support Office is responsible for the efficient and effective handling of service requests and incidents. In this role, the incumbent takes ownership of all reported issues from the moment they are received until their successful resolution by the appropriate (internal) support teams. The role contributes to high customer satisfaction by ensuring timely resolutions, clear communication, and adherence to Service Level Agreements (SLAs). In addition, the position supports internal processes and drives the continuous improvement of services and systems.
1. Service Desk & Customer Support
- Receive, log, and categorize incoming requests and incidents (tickets, emails, etc.).
- Prioritize incidents and service requests based on impact and urgency.
- Resolve first-line incidents and escalate more complex issues to the appropriate support teams.
- Monitor progress and ensure resolution within agreed SLAs.
- Proactively communicate with customers regarding status updates, progress, and resolutions.
- Coordinate customer communications related to maintenance activities and service disruptions.
- Act as the liaison between customers and external partners (e.g., vendors and suppliers).
2. Ticket and Process Management
- Monitor ticket statuses, including follow-up on inactive or stalled requests.
- Ensure accurate registration and documentation of incidents and resolutions.
- Create, update, and maintain knowledge base articles.
- Analyse recurring incidents and initiate structural improvements to prevent reoccurrence.
3. Internal Operational Support
- Manage user accounts, including provisioning, modification, and deprovisioning.
- Coordinate employee onboarding and offboarding across all relevant systems and platforms.
- Support internal teams with service requests and operational activities.
- Ensure compliance with security policies and regulatory requirements.
4. Administrative and Asset Management Responsibilities
- Create and process Purchase Orders (POs).
- Manage software licenses, including procurement, renewals, and administration.
- Coordinate hardware procurement, replacement, and maintenance activities.
- Manage IT inventory and storage facilities (Tech Space Management).
- Maintain accurate and up-to-date records of assets and licenses.
5. Quality, Continuous Improvement, and Innovation
- Collect and analyse customer feedback.
- Actively contribute to process improvement initiatives within the Global Customer Operations team.
- Collaborate closely with colleagues across different regions (UK, Netherlands, Australia and Manila).
- Identify and implement improvements in tools, processes, and working practices.
- Stay informed about relevant technologies, industry trends, and best practices.
- Promote and enhance customer self-service capabilities.
Core Competencies
- Customer Focus – Anticipates customer needs and delivers appropriate solutions.
- Communication Skills – Demonstrates clear, professional verbal and written communication.
- Problem Solving – Analyses issues and identifies effective solutions.
- Planning and Organization – Effectively prioritizes tasks and monitor’s progress.
- Collaboration – Works effectively with internal and external stakeholders.
- Attention to Detail – Maintains accuracy in administration and process execution.
Additional Competencies
- Technical aptitude and understanding of IT systems.
- Ability to work effectively under pressure.
- Strong analytical skills.
- Proactive and continuous improvement mindset.
- Team-oriented and collaborative approach.
The Customer Support Office plays a central role in delivering high-quality services to both customers and internal stakeholders. Through a combination of operational support, process management, and continuous improvement initiatives, the role directly contributes to an efficient service organization and high levels of customer satisfaction.
What do we offer in return?
We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:
· Transportation and rice allowances
· Night differential, overtime pay and holiday pay
· 13th‑month pay and performance‑based bonus plan
· Day‑1 HMO healthcare coverage for you and dependents
· Outpatient medicine reimbursement
· Group life insurance, accidental death & disability cover
· Employee Assistance Program (EAP) with 24/7 confidential counselling
· Generous vacation and sick leave, available from Day 1
· Special Time Off: Take time off for those big moments in life, like getting married/civil ceremony, becoming a grandparent, and welcoming home a new pet.
· Company share plan & Sharesave scheme allowing discounted share purchase through monthly savings
So, what’s next? If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com .
We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits:
· Transportation and rice allowances
· Night differential, overtime pay and holiday pay
· 13th‑month pay and performance‑based bonus plan
· Day‑1 HMO healthcare coverage for you and dependents
· Outpatient medicine reimbursement
· Group life insurance, accidental death & disability cover
· Employee Assistance Program (EAP) with 24/7 confidential counselling
· Generous vacation and sick leave, available from Day 1
· Special Time Off: Take time off for those big moments in life, like getting married/civil ceremony, becoming a grandparent, and welcoming home a new pet.
· Company share plan & Sharesave scheme allowing discounted share purchase through monthly savings
So, what’s next? If this sounds like the right opportunity for you, then we would love to hear from you! Click on apply to this job to send us your CV and cover letter and the relevant member of our global talent team will be in touch with you. Alternatively send your details to global.ta@nccgroup.com .