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. GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | VO UYEN AI LINH | Registration No: R22109232