IAM Help Desk Pro - L1/L2 Support (Contract)

Reeracoen Singapore Pte Ltd

Singapore

On-site

SGD 61,000 - 100,000

Part time

10 days ago

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Benefits offered by this job

AWS

Variable Bonus

Annual Leave 14 days

Medical Leave 14 days

Medical Insurance S$500/year

Job summary

Reeracoen Singapore Pte Ltd is seeking an IT Help Desk Executive to support Identity & Access Management (IAM). The role covers Level 1 and Level 2 IAM support, user provisioning, authentication issues and incident management in a financial services context.

The contract position offers salary between S$5,500 and S$9,000 per month, with benefits including AWS, annual and medical leave, and medical insurance. Strong communication and process adherence are essential.

Qualifications

Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems or a related field.
Minimum 5 years of experience in IT Support, Service Desk, Identity & Access Management (IAM) or User Administration functions.
Ability to explain technical concepts and troubleshooting steps in clear, easy-to-understand language for non-IT users.
Comfortable handling user requests through phone, email, chat and ticketing systems.
Strong attention to detail and ability to maintain accurate records of user access and support activities.
Ability to assess incident severity and business impact to prioritise support activities appropriately.
Experience supporting Active Directory, Microsoft Entra ID (formerly Azure AD) or other identity management platforms.
Experience working in a corporate Service Desk, IT Operations or Access Management environment.
ITIL Foundation certification or knowledge of ITIL processes.
Familiarity with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy or equivalent systems.
Understanding of information security principles related to user access management.
Experience providing Level 1 and Level 2 support for IAM, authentication, user administration and incident management, including troubleshooting and root cause analysis.

Responsibilities

Perform user account creation, modification, suspension, deletion, password resets, account unlocks, user ID registration, account provisioning and de-provisioning in accordance with approved procedures and security requirements.
Diagnose, troubleshoot and resolve identity, access, authentication and other end-user technical issues in accordance with established procedures and service standards.
Provide Level 2 support for IAM-related issues, conducting in-depth troubleshooting and problem analysis when first-level resolution is insufficient.
Communicate effectively with technical and non-technical users, explaining technical issues, troubleshooting steps and resolutions in clear, user-friendly language.
Manage incidents and service requests received through phone, email, chat and ticketing systems, prioritising them according to urgency, business impact and established service level agreements (SLAs).
Monitor ticket queues and proactively follow up on outstanding incidents and service requests to ensure timely resolution or escalation.
Escalate unresolved or complex issues to the appropriate support teams when necessary.
Maintain accurate documentation of incidents, service requests, user access activities, troubleshooting steps and resolutions within the ticketing system.
Ensure compliance with information security policies, access governance requirements and audit controls.
Identify recurring issues, conduct root cause analysis and recommend preventive measures to improve service quality and operational efficiency.
Contribute to the continuous improvement of support procedures, workflows and knowledge base documentation.
Deliver professional, customer-focused support while meeting defined service levels and operational targets.