Cyber Service Desk Advisor

About the role

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.

Key responsibilities

• Service Desk & Customer Support – receive, log and categorize requests, prioritize incidents, resolve first‑line issues and coordinate communications.
• Ticket and Process Management – monitor ticket status, maintain accurate documentation, create knowledge‑base articles and drive improvements to prevent recurrence.
• Internal Operational Support – manage user accounts, handle onboarding/off‑boarding, support internal teams and ensure security compliance.
• Administrative and Asset Management – process purchase orders, manage software licences, coordinate hardware procurement and maintain IT inventory records.
• Quality, Continuous Improvement and Innovation – collect customer feedback, contribute to process improvement, collaborate across regions and promote self‑service capabilities.

Required profile

• Customer Focus – anticipates needs and delivers appropriate solutions.
• Communication Skills – clear, professional verbal and written communication.
• Problem Solving – analyses issues and identifies effective solutions.
• Planning and Organization – prioritises tasks and monitors progress.
• Collaboration – works effectively with internal and external stakeholders.
• Attention to Detail – maintains accuracy in administration and process execution.

What we offer

• Transportation and rice allowances.
• Night differential, overtime and holiday pay.
• 13th‑month pay and performance‑based bonus.
• Day‑1 HMO healthcare coverage for you and dependents.
• Outpatient medicine reimbursement.
• Group life, accidental death & disability insurance.
• Employee Assistance Program with 24/7 confidential counselling.
• Generous vacation and sick leave from day 1, plus special time‑off for life events.
• Company share plan & Sharesave scheme for discounted share purchase.