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