IT Help Desk (Id Management Support)

Job Description: Should have experience in user account administration, access management, and end-user support. The role serves as a key point of contact for users experiencing ID-related issues and ensures timely resolution through adherence to established process manuals and standard operating procedures. The successful candidate must possess strong customer service skills and be skilled in communicating effectively with users of varying technical backgrounds, from IT professionals to non-technical business users. The candidate should be able to explain technical issues and procedures in clear, simple language, ensuring users understand the resolution process and required actions. A strong ability to follow documented procedures, troubleshoot identity and access-related issues, and deliver excellent customer service is essential. Provide first-level support for Identity Management and Access Management related 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 procedure manuals and standard operating procedures. Assist employees with login, authentication, and access-related problems across various systems and applications. Communicate effectively with both IT-savvy and non-technical users, adjusting communication styles according to the user's level of technical understanding. Explain technical issues and resolutions in clear, simple, and user-friendly terms to ensure users understand the required actions. Escalate unresolved or complex issues to the appropriate support teams when required. Ensure compliance with security policies, access governance requirements, and audit controls. Maintain accurate documentation of incidents, requests, and actions taken within the ticketing system. Document troubleshooting steps and resolutions for future reference Contribute to the continuous improvement of support procedures and knowledge base documentation and workflows Deliver professional and customer-focused support while meeting defined service levels and operational targets. Requirements: Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field. Minimum 1–3 years of experience in IT Support, Service Desk, Identity & Access Management (IAM), or User Administration functions. Strong communication and interpersonal skills with the ability to interact effectively with users of different technical backgrounds. Able to explain technical concepts and troubleshooting steps in simple, easy-to-understand language for non-IT users. Customer-oriented with strong problem-solving and analytical skills. Able to follow documented procedures, standard operating procedures (SOPs), and process manuals accurately. Comfortable handling user requests through phone, email, chat, and ticketing systems. Good attention to detail and ability to maintain accurate records of user access and support activities. Preferred Skills and 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 related to user access management.