IT Helpdesk Engineer - Identity Access Management (Bank, Contract)

Responsibilities:

• Deliver first-level support for Identity and Access Management (IAM) incidents and service requests.
• Manage the full user account lifecycle, including account creation, updates, suspension, deactivation, password resets, and account unlocks in accordance with approved procedures.
• Diagnose and resolve user account and identity-related issues by following established SOPs, process documentation, and troubleshooting guides.
• Support employees with login, authentication, and access issues across enterprise systems and applications.
• Communicate effectively with users of varying technical proficiency, adapting explanations to suit their level of understanding.
• Translate technical issues and resolutions into clear, user-friendly language to guide users through required actions.
• Escalate complex or unresolved issues to the appropriate support teams while ensuring proper handover.
• Ensure all user access activities comply with security policies, access governance standards, and audit requirements.
• Maintain accurate and complete records of incidents, service requests, and actions taken within the ticketing system.
• Document troubleshooting procedures, resolutions, and best practices to support knowledge sharing and future issue resolution.
• Contribute to the continuous improvement of support processes, workflows, SOPs, and knowledge base documentation.
• Deliver responsive, customer-focused support while consistently meeting service level agreements (SLAs) and operational targets.

Requirements

• Diploma or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 1–3 years of experience in IT Support, Service Desk, Identity and Access Management (IAM), or User Administration.
• Strong communication skills, with the ability to engage effectively with users of varying technical backgrounds.
• Ability to explain technical concepts and troubleshooting steps in a clear, simple, and user-friendly manner.
• Customer-focused with strong analytical, troubleshooting, and problem-solving abilities.
• Able to follow documented procedures, standard operating procedures (SOPs), and process documentation with accuracy and consistency.
• Comfortable providing support through multiple channels, including phone, email, chat, and ticketing systems.
• Strong attention to detail with the ability to maintain accurate records of user access requests and support activities.

Preferred Skills

• Hands-on experience supporting Active Directory, Microsoft Entra ID (Azure AD), or other identity and access management platforms.
• Experience working in a corporate Service Desk, IT Operations, or Access Management environment.
• ITIL Foundation certification.
• Familiarity with ITIL practices, incident management processes, and ticketing systems.
• Understanding of information security principles, particularly those related to identity, authentication, and user access management.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA License: 11C3793 | EA Personnel: Bautista Gia Grace De Guzman | Registration No: R23111973