Cyber Service Desk Advisor

NCC Group; Taguig; Hybrid; PHP 1,118,000 - 1,366,000; Full time

Benefits offered by this job

Transportation allowance

Rice allowances

Night differential

Overtime pay

Holiday pay

13th-month pay

Performance bonus

Day-1 HMO coverage

Outpatient reimbursement

Group life insurance

24/7 EAP counselling

Generous leave

Job summary

NCC Group in Manila seeks a Cyber Service Desk Advisor to own end-to-end incident handling, ticket management, and customer communications. You will work closely with global teams to ensure timely resolutions and SLA adherence in a dynamic security-focused environment.

The role emphasizes onboarding/offboarding, asset management, procurement coordination, and continuous improvement of IT services within the Cyber Services and Capabilities department.

Qualifications

• Customer-focused problem solver with strong communication and organizational skills.
• Ability to work across teams and Coordinate with internal/external stakeholders.
• Detail-oriented with accurate documentation and process adherence.

Responsibilities

• Log, categorize, and prioritize incoming requests and incidents and resolve first-line issues.
• Escalate complex problems to appropriate support teams and monitor SLA adherence.
• Manage user accounts, onboarding/offboarding, and asset records for IT operations.
• Coordinate procurement, licenses, and inventory to support service delivery.

Skills

Customer Focus

Communication Skills

Problem Solving

Planning & Organization

Collaboration

Attention to Detail

Job description

Cyber Service Desk Advisor

Department: Cyber Services and Capabilities

Employment Type: Full Time

Location: PHL Manila

Compensation: ₱1,241,721.85 / year

Description

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.

Key Responsibilities

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.

Skills, Knowledge & Expertise

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.

Job Benefits

What do we offer in return?

• 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