IT Helpdesk (IAM / Active Directory)

[Job ID: 1691779]

Responsibilities:

• Provide Level 1 and Level 2 support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.
• Perform user account creation, modification, suspension, deactivation, deletion, password resets, account unlocks, provisioning, and de-provisioning activities in accordance with approved procedures and security requirements.
• Diagnose, troubleshoot, and resolve identity, access, authentication, and end-user technical issues while adhering to established procedures and service standards.
• Escalate complex or unresolved issues to the appropriate support teams and ensure timely follow-up through to resolution.
• Maintain compliance with security policies, access governance standards, audit controls, and operational procedures.
• Accurately document incidents, service requests, troubleshooting activities, and resolutions within the ticketing system and knowledge base.
• Monitor and manage ticket queues, ensuring prompt response, prioritization, resolution, and closure of incidents and service requests in accordance with SLAs.
• Communicate effectively with users of varying technical backgrounds, providing clear and user-friendly explanations of issues and solutions.
• Perform root cause analysis on recurring incidents and recommend preventive and process improvement measures.
• Contribute to the continuous enhancement of support processes, workflows, and knowledge management documentation.
• Manage multiple support requests and user administration activities concurrently while maintaining service quality and operational targets.

Requirements:

• Minimum Diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Experience providing Level 1 and Level 2 support for identity and access management, authentication, user administration, incident management, troubleshooting, and root cause analysis.
• Ability to manage multiple tasks and support requests in a fast-paced environment while maintaining service quality and accuracy.
• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), or other identity management platforms.
• Experience with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent systems is an added advantage.

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