Cyber Service Desk Advisor

Key Responsibilities

• 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).

• 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.

• 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.

• 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.

• 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

• 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.

• 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.

Job Benefits