IT Help Desk - IAM

IT Help Desk - IAM (Ref: 37967) , East Singapore

Job Description

Our client, a financial institution, is seeking an IT Help Desk - IAM to provide Level 1 and Level 2 Helpdesk support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.

【 Responsibilities 】

-Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.

-Diagnose, troubleshoot, and resolve identity, access, authentication, and other end-user technical issues in accordance with established procedures and service standards.

-Communicate effectively with both IT-savvy and non-technical users, adjusting communication styles according to the user's level of technical understanding.

-Explain technical issues and resolutions in clear, simple, and user-friendly terms to ensure users understand the required actions.

-Escalate unresolved or complex issues to the appropriate support teams when required.

-Ensure compliance with security policies, access governance requirements, and audit controls.

-Maintain accurate documentation of incidents, requests, and actions taken within the ticketing system.

-Document troubleshooting steps and resolutions for future reference

-Contribute to the continuous improvement of support procedures and knowledge base documentation and workflows

-Deliver professional and customer-focused support while meeting defined service levels and operational targets.

-Manage multiple incidents, service requests, and user administration activities concurrently while ensuring adherence to service level agreements (SLAs).

-Prioritize support tickets based on urgency, impact, and business requirements, ensuring timely resolution and escalation where necessary.

-Provide Level 2 support for identity and access management issues, conducting in-depth troubleshooting and problem analysis when first-level resolution is not sufficient.

-Perform user ID registration, account provisioning, access modifications, and de-provisioning activities in accordance with security and compliance requirements.

-Monitor ticket queues and proactively follow up on outstanding incidents and service requests to ensure prompt closure.

-Identify recurring issues, perform root cause analysis, and recommend preventive measures to improve service quality and operational efficiency.

【 Requirements & Preferences 】

-Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.

-Minimum 5 years of experience in IT Support, Service Desk, Identity & Access Management (IAM) , or User Administration functions.

-Able to explain technical concepts and troubleshooting steps in simple, easy-to-understand language for non-IT users.

-Comfortable handling user requests through phone, email, chat, and ticketing systems.

-Good attention to detail and ability to maintain accurate records of user access and support activities.

-Demonstrated ability to assess incident severity and business impact to prioritize support activities appropriately.

(Advantageous)

-Experience supporting Active Directory, Microsoft Entra ID (Azure AD), or other identity management platforms .

-Experience working in a corporate Service Desk, IT Operations, or Access Management environment.

-ITIL Foundation certification

-Knowledge of ITIL processes and ticket management tools.

-Understanding of information security principles related to user access management.

-Experience providing Level 1 and Level 2 support for identity and access management, authentication, user administration, incident management, troubleshooting, and root cause analysis.

-Experience working with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent systems.

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We regret that only shortlisted candidates will be notified.

Registration No.: R23113629 (Elvin Lee Zhen Yan )

Recruitment Licence: 12C5051