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