IT Support Executive (Identity & Access Management)

Responsibilities:

• Provide first-level support for Identity Management and Access Management (IAM) incidents and service requests.
• Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.
• Troubleshoot and resolve user ID-related issues by following documented procedures, process manuals, and standard operating procedures (SOPs).
• Assist users with login, authentication, and access-related issues across various systems and applications.
• Communicate effectively with both technical and non-technical users, adapting communication according to the user's level of technical understanding.
• Explain technical issues and resolutions in clear, simple, and user-friendly language.
• Escalate unresolved or complex issues to the appropriate support teams when necessary.
• Ensure compliance with security policies, access governance requirements, and audit controls.
• Maintain accurate documentation of incidents, service requests, and actions taken within the ticketing system.
• Document troubleshooting steps and resolutions for future reference.
• Contribute to the continuous improvement of support procedures, knowledge base documentation, and operational workflows.
• Deliver professional, customer-focused support while meeting established service levels and operational targets.

Requirements:

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum 1 to 3 years of experience in IT Support, Service Desk, Identity & Access Management (IAM), or User Administration.
• Strong communication and interpersonal skills with the ability to interact effectively with users from diverse technical backgrounds.
• Able to explain technical concepts and troubleshooting steps in a clear and easy-to-understand manner for non-technical users.
• Customer-oriented with strong analytical and problem-solving abilities.
• Able to follow documented procedures, standard operating procedures (SOPs), and process manuals accurately.
• Comfortable supporting users through phone, email, chat, and ticketing systems.
• Meticulous with strong attention to detail and the ability to maintain accurate records of user access and support activities.

Preferred Skills & Experience:

• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), or other Identity Management platforms.
• Experience working in a corporate Service Desk, IT Operations, or Access Management environment.
• ITIL Foundation certification.
• Knowledge of ITIL processes and ticket management tools.
• Understanding of information security principles relating to user access management.

Additional info:

• This is a contract position ending 31 March 2027, subject to extension based on business needs and project requirements.

To learn more about this opportunity, please contact Yingying at [email protected]

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd   |   EA Licence: 11C3793   |   EA Personnel: Lai Yingying   |   Registration No: R1110239