IT Help Desk (IAM, Bank)

Responsibilities

• Provide first-level support for Identity & Access Management (IAM) incidents and service requests.

• Manage user accounts, including account creation, modification, suspension, deletion, password resets, and account unlocks in accordance with approved procedures.

• Troubleshoot and resolve login, authentication, and access-related issues by following SOPs and documented procedures.

• Assist users through phone, email, chat, and ticketing systems, communicating technical information clearly to both technical and non-technical users.

• Escalate complex or unresolved issues to the appropriate support teams while ensuring timely resolution.

• Maintain accurate documentation of incidents, requests, troubleshooting steps, and resolutions, ensuring compliance with security policies and audit requirements.

• Contribute to continuous improvement of support processes, knowledge base documentation, and service delivery while meeting defined service level targets.

Requirements

• 1–3 years of experience in IT Support, Service Desk, Identity & Access Management (IAM), or User Administration.

• Experience with Active Directory, Microsoft Entra ID (Azure AD), or other identity management platforms is preferred.

• Strong customer service, communication, analytical, and problem-solving skills, with the ability to explain technical concepts in simple terms.

• Familiarity with ITIL processes, ticketing systems, and adherence to SOPs, security policies, and access governance practices; ITIL Foundation certification is an advantage.

• High attention to detail with the ability to accurately document support activities and maintain user access records.
  

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