Service Desk & Security Analyst

We're Hiring: Service Desk & Security Analyst!

We are looking for a Hybrid Service Desk and Security Analyst who can handle complex IT issues and provide effective solutions for our clients while also monitoring, analysing, and responding to security alerts and incidents. The ideal candidate will have a strong interest in cybersecurity and IT service management, with a desire to learn and grow in both fields

Location: Taguig, Philippines

Work Mode: HYBRID

Role: Service Desk & Security Analyst

Job Responsibilities

• Provide first and second level support for IT incidents and requests, ensuring timely and
  
  

accurate resolution.

• Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy,
  
  

Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and

Mac OS.

• Perform regular backups, updates, and maintenance of IT systems and platforms.
• Escalate complex or unresolved issues to third level support or vendors as needed.
• Create and maintain IT documentation, such as procedures, manuals, reports, and
  
  

tickets.

• Train and mentor junior staff on IT systems and platforms, best practices, and customer
  
  

service skills.

• Ensure compliance with IT policies, standards, and security measures.
• Collaborate with other IT staff and stakeholders to improve IT service delivery and
  
  

customer satisfaction.

• Monitor security alerts generated by various security tools and systems, including XDR,
  
  

SIEM, endpoint protection, and firewall logs.

• Analyse and investigate security events and incidents to determine the root cause and
  
  

potential impact.

• Perform vulnerability management analysis and reporting to proactively improve the
  
  

posture of our customers' environments.

• Perform security incident response activities, including containment, eradication, and
  
  

recovery.

• Collaborate with other SOC team members to maintain and improve security operations
  
  

processes and procedures.

• Maintain accurate and timely incident records in the company's incident management
  
  

system.

• Participate in SOC training programs to develop skills and knowledge in the
  
  

cybersecurity field.

• Work on a shift basis, including weekends and holidays, ensuring 24/7 coverage and
  
  

response readiness.

Job Requirements

• Bachelor's degree in computer science, Information Technology, Cybersecurity, or related field, or equivalent work experience.
• At least 5 years of experience in IT service desk or technical support roles.
• Personal and/or professional experience in cybersecurity (lab-based or professional) and/or IT operations.
• Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy,
  
  

Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.

• Familiarity and understanding of security technologies such as SIEM, IDS/IPS, endpoint protection, and firewalls.
• Knowledge of XDR and Security tooling such as CrowdStrike, Microsoft Defender, Azure Sentinel, and Vulnerability management solutions.
• Knowledge of common attack techniques, vulnerabilities, and mitigation strategies.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks and deadlines.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills including report writing.
• Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred.
• Fluent in British English both written and verbally.
• Willingness to work on a shift basis, including weekends and holidays
  
  

Ready to make an impact? Apply now and let’s grow together!