Helpdesk Support Analyst – IAM (French required)

HN Services Portugal; Lisboa; Vor Ort; EUR 18.000 - 28.000; Vollzeit

Zusammenfassung

HN Services Portugal in Lisbon is seeking a Helpdesk Support Analyst to provide first-line IT support and assist with Identity and Access Management (IAM). You will help users resolve access issues and ensure requests are handled accurately and within agreed service levels.

The role covers onboarding, role changes and offboarding, managing user accounts, MFA issues and password resets, while maintaining security policies and SLAs.

Qualifikationen

• Provide first-line IT support to users by phone, email, or ticketing platform.
• Handle incidents and service requests related to user accounts, access and permissions.
• Support onboarding, role changes and offboarding processes.
• Create or modify and disable user accounts following procedures.
• Assist with password resets, account lockouts and MFA issues.
• Review access requests and escalate approvals or exceptions as needed.
• Troubleshoot login and access problems across applications and systems.
• Record, prioritise and track tickets and keep users informed of progress.
• Escalate complex issues to the appropriate technical teams.
• Follow security policies, access controls and SLAs.
• Maintain helpdesk documentation and improve processes.
• Experience in Helpdesk/Service Desk/IT Support or similar.
• Familiarity with IAM concepts and user access processes.
• Basic knowledge of Active Directory or Microsoft Entra ID is an advantage.
• Familiarity with ServiceNow or Jira Service Management or similar.
• Understanding of account management, permissions, access controls and MFA.
• Strong troubleshooting, organisation and communication skills.
• A customer-focused approach and ability to explain technical steps clearly.
• French: B2

Aufgaben

• Provide first-line IT support to users by phone, email or ticketing platform.
• Handle incidents and service requests related to user accounts, access and permissions.
• Support user onboarding, role changes and offboarding processes.
• Create or modify and disable user accounts following established procedures.
• Assist with password resets, account lockouts and MFA issues.
• Review access requests, escalating approvals or exceptions when needed.
• Troubleshoot login and access problems across applications and systems.
• Record, prioritise and track tickets, keeping users informed of progress.
• Escalate more complex issues to the relevant technical teams.
• Follow security policies, access controls and service-level agreements.
• Maintain support documentation and contribute to improving helpdesk processes.

Kenntnisse

First-line support

Incident management

User account administration

Password resets / MFA

Troubleshooting

Communication skills

Customer-focused

French language (B2)

Tools

ServiceNow / Jira Service Management

Active Directory / Microsoft Entra ID

Jobbeschreibung

We’re looking for a Helpdesk Support Analyst to provide first-line IT support and assist with Identity and Access Management (IAM) activities. You’ll help users resolve access issues and ensure requests are handled accurately and within agreed service levels.

Professional Experience & Main Tasks

• Provide first-line support to users by phone, email or ticketing platform.
• Handle incidents and service requests related to user accounts, access and permissions.
• Support user onboarding, role changes and offboarding processes.
• Create, modify and disable user accounts, following established procedures.
• Assist with password resets, account lockouts and multi-factor authentication issues.
• Review and process access requests, escalating approvals or exceptions when needed.
• Troubleshoot login and access problems across applications and systems.
• Record, prioritise and track tickets, keeping users informed of progress.
• Escalate more complex issues to the relevant technical teams.
• Follow security policies, access controls and service-level agreements.
• Maintain support documentation and contribute to improving helpdesk processes.
• Experience in Helpdesk, Service Desk, IT Support or a similar role.
• Familiarity with Identity and Access Management (IAM) concepts and user access processes.
• Basic knowledge of user administration and directory services, such as Active Directory or Microsoft Entra ID, is an advantage.
• Familiarity with ticketing tools such as ServiceNow, Jira Service Management or similar.
• Understanding of account management, permissions, access controls and MFA.
• Strong troubleshooting, organisation and communication skills.
• A customer-focused approach and the ability to explain technical steps clearly.
• French: B2