Identity & Access Management Specialist I

TrueBlue India; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

TrueBlue in India is seeking a technical support specialist to assist end users with hardware and software issues, ensuring timely resolution and incident documentation.

Responsibilities include diagnosing problems, recording resolutions, using ServiceNow, and following ITIL-based processes while supporting Windows OS and Microsoft 365 tools.

Qualifications

• ITIL processes knowledge for incident handling and escalation.
• Hands-on with ServiceNow ticketing and incident management.
• Proficient in Active Directory and MS Office 365 suite.
• Strong familiarity with Teams and Outlook applications.
• 1–3 years of experience in a similar help desk role.

Responsibilities

• Provide technical assistance for queries related to computer systems, software and hardware.
• Identify, diagnose and resolve issues; log incidents and resolutions.
• Escalate unresolved problems following procedures and SLAs.
• Advise users on appropriate actions and document steps taken.
• Maintain documentation on help desk tickets and change tasks.
• Ensure security best practices and basic troubleshooting at user level.
• Handle requests promptly and allocate calls to appropriate teams.

Skills

ITIL knowledge

ServiceNow

Active Directory

Office 365

Teams & Outlook

Education

B.E./B.Tech (Computers)

BCA (Computers)

B.Sc (Computers)

Tools

Windows OS

ServiceNow (Ticketing)

Job description

TrueBlue (NYSE: TBI) is a leading staffing, recruiting and workforce management company. The company fills individual positions on demand, staffs' entire facilities, and manages outsourced recruiting processes and staffing vendor programs for a wide variety of clients. The company's specialized workforce solutions meet clients' needs for a reliable, efficient workforce in a wide variety of industries including - construction, manufacturing, financial services, pharmaceuticals, transportation, aviation, and energy. TrueBlue assigns as many as 100,000 people to work each day, drawing from a data base of hundreds of thousands of candidates, and places more than 250,000 people in permanent positions each year.

ROLE

This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personal requests for technical support. Documents, tracks and monitors issues to ensure a timey resolution.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Provide technical assistance and support for incoming queries/calls and issues related to computer systems, software, and hardware
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Managing one or more customer service
• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
• Receives and handles requests for service, following agreed procedures
• Promptly allocates calls as appropriate
• Logs incidents and service requests and maintains relevant records
• Maintain technical documentation on Help Desk tickets, including tracking requests and documenting resolutions
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• During change, acts systematically to respond today by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
• Type at least 45 WPM
• Proficient in basic troubleshooting
• Good grasp of Current Operating System functionality
• Basic understanding of computer hardware
• Proficient with Microsoft products

SKILLS AND QUALIFICATIONS

• ITIL process knowledge
• Well versed with Service Now ticketing tool
• Adhere to TB ITSD guidelines
• Good hands-on Active Directory, MS Office 365, Account Provisioning and Account Creation
• Basic understanding of computer hardware
• Basic Knowledge of Teams/Outlook applications
• 1-3 Years of experience in a similar role
• B. Tech/B.E. in Computers, BCA in Computers, B. Sc in Computers