Cyber Service Desk Advisor

NCC Group

. Receive, log, categorize, and prioritize incoming service requests and incidents .

Posted 10/14/2026full-timeManila • PhilippinesMid-LevelSenior💰 ₱1,241,722 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical aptitude in IT systems and effective communication skills while managing service requests, incidents, and user account provisioning. Focuses on process improvement and compliance with security policies to enhance customer service and operational efficiency.

Highest-signal resume keywords

Incident ManagementService Request CoordinationProblem-Solving SkillsCustomer CommunicationProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Systems UnderstandingIncident LoggingKnowledge Base ManagementUser Account ProvisioningTicket MonitoringAsset ManagementSoftware License AdministrationPurchase Order ProcessingData AnalysisCompliance Management

Soft Skills

Clear CommunicationAttention to DetailTeam CollaborationProactive MindsetAbility to Work Under Pressure

Industry Keywords

Service Level Agreement (SLA)Customer OperationsStakeholder EngagementOperational ActivitiesMaintenance Coordination

About the role

Key responsibilities & impact

Receive, log, categorize, and prioritize incoming service requests and incidents
Resolve first-line incidents and escalate complex issues to appropriate support teams
Monitor ticket progress and ensure resolution within agreed SLAs
Communicate status updates, progress, and resolutions to customers
Coordinate communications regarding maintenance activities and service disruptions
Liaise between customers and external partners, including vendors and suppliers
Monitor ticket statuses and follow up on inactive or stalled requests
Document incidents and resolutions accurately
Create, update, and maintain knowledge base articles
Analyze recurring incidents and initiate structural improvements
Manage user account provisioning, modification, and deprovisioning
Coordinate employee onboarding and offboarding across systems and platforms
Support internal teams with service requests and operational activities
Ensure compliance with security policies and regulatory requirements
Create and process purchase orders
Manage software licenses, including procurement, renewals, and administration
Coordinate hardware procurement, replacement, and maintenance
Manage IT inventory and storage facilities
Maintain accurate asset and license records
Collect and analyze customer feedback
Contribute to process improvement initiatives within Global Customer Operations
Collaborate with colleagues across the 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

Requirements

What you’ll need

Technical aptitude and understanding of IT systems
Clear, professional verbal and written communication
Strong problem-solving and analytical skills
Ability to prioritize tasks and monitor progress
Ability to work effectively with internal and external stakeholders
Strong attention to detail in administration and process execution
Ability to work effectively under pressure
Proactive and continuous improvement mindset
Team-oriented and collaborative approach

Benefits

Comp & perks

Transportation and rice allowances
Night differential, overtime pay and holiday pay
13th-month pay
Performance-based bonus plan
Day-1 HMO healthcare coverage for you and dependents
Outpatient medicine reimbursement
Group life insurance
Accidental death and disability cover
Employee Assistance Program (EAP) with 24/7 confidential counselling
Generous vacation and sick leave, available from Day 1
Special Time Off for major life events, including marriage/civil ceremony, becoming a grandparent, and welcoming home a new pet
Company share plan
Sharesave scheme allowing discounted share purchase through monthly savings