IT Helpdesk

IT Help Desk (IDManagement Support) Diplomaor Bachelor's Degree in Information Technology, Computer Science,Information Systems, or a related field. Minimum1–3 years of experience in IT Support, Service Desk, Identity & AccessManagement (IAM), or User Administration functions. Strongcommunication and interpersonal skills with the ability to interacteffectively with users of different technical backgrounds. Ableto explain technical concepts and troubleshooting steps in simple,easy-to-understand language for non-IT users. Customer-orientedwith strong problem-solving and analytical skills. Ableto follow documented procedures, standard operating procedures (SOPs), andprocess manuals accurately. Comfortablehandling user requests through phone, email, chat, and ticketing systems. Goodattention to detail and ability to maintain accurate records ofuser access and support activities. Preferred Skills and Experience Experience supporting ActiveDirectory, Microsoft Entra ID (Azure AD), or other identity managementplatforms. Experience working in a corporateService Desk, IT Operations, or Access Management environment. ITIL Foundation certification Knowledge of ITIL processes and ticketmanagement tools. Understanding of informationsecurity principles related to user access management. Providefirst-level support for Identity Management andAccess Management related incidents and service requests. Performuser account creation, modification, suspension, deletion, password resets, andaccount unlock activities in accordance with approved procedures. Troubleshootand resolve user ID-related issues by following documented procedure manualsand standard operating procedures. Assist employeeswith login, authentication, and access-related problems across various systemsand applications. Communicateeffectively with both IT-savvy and non-technical users, adjusting communicationstyles according to the user's level of technical understanding. Explaintechnical issues and resolutions in clear, simple, and user-friendly terms toensure users understand the required actions. Escalateunresolved or complex issues to the appropriate support teamswhen required. Ensurecompliance with security policies, access governance requirements, and auditcontrols. Maintain accurate documentationof incidents, requests, and actions taken within the ticketing system. Document troubleshooting steps andresolutions for future reference Contributeto the continuous improvement of support procedures and knowledge basedocumentation andworkflows Deliverprofessional and customer-focused support while meeting defined service levelsand operational targets. The customer is looking for an IT Support andIdentity Management Support Executive with experience in user accountadministration, access management, and end-user support. The role serves as akey point of contact for users experiencing ID-related issues and ensurestimely resolution through adherence to established process manuals and standardoperating procedures. The successful candidate must possess strong customerservice skills and be skilled in communicating effectively with users ofvarying technical backgrounds, from IT professionals to non-technical businessusers. The candidate should be able to explain technical issues and proceduresin clear, simple language, ensuring users understand the resolution process andrequired actions. A strong ability to follow documented procedures,troubleshoot identity and access-related issues, and deliver excellent customerservice is essential.