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.