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 yingying.lai@gmprecruit.com We regret that only shortlisted candidates will be notified. GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239