IT Helpdesk - IAM (Ref 26611)

Responsibilities

• Provide Level 1 and Level 2 Helpdesk support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.

• 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.

Requirements

• 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.

• 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.

Licence mo: 12C6060