Security Helpdesk Analyst

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will serve as the first line of defense for our organization. Your primary mission is to monitor, triage, and resolve security-related queries and escalations originating from Jira, Slack and Email. You will ensure every request is handled with diligence, following our established Standard Operating Procedures (SOPs) and Response Playbooks to maintain a secure and compliant environment, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Queue Management: Actively monitor dedicated Jira Service Management queues and security Slack channels for incoming user reports, automated alerts, and escalations

• Triage & Response: Categorize and prioritize security requests e.g., suspicious emails, access issues etc.) according to urgency and potential risk.

• Procedural Adherence: Resolve tickets by strictly adhering to established SOPs and security playbooks to ensure consistent and high-quality outcomes.

• Stakeholder Communication: Provide clear, professional, and timely updates to employees via Slack and Jira regarding the status of their security queries.

• Incident Escalation: Identify high-risk threats that fall outside Tier 1 scope and escalate them immediately to the respective Security Engineers team with all necessary documentation/context.

• Documentation: Maintain records of all actions taken within Jira to ensure a clear audit trail for compliance and post-incident reviews.

What you’ll bring

• Ticketing Expertise: Proficient in Jira Service Management (or similar tools) for ticket lifecycle management.

• Communication: Exceptional written communication skills, with the ability to provide "security first" support in a fast-paced environment.

• Stakeholder Communication: Provide clear, professional, and empathetic updates to employees, translating complex security requirements into simple instructions.

• Foundational Security Knowledge: Basic understanding of phishing tactics, identity and access management (IAM) and AWS.

• Problem-Solving: A methodical approach to troubleshooting technical issues while keeping security policies top-of-mind.

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication

• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind

• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform

• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures

• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

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