IT Help Desk - IAM

REERACOEN SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

REERACOEN SINGAPORE PTE. LTD. is seeking an IT Help Desk - IAM in East Singapore to provide Level 1 and Level 2 support for identity & access management, authentication, and end-user incidents.

You will work with business users and IT teams to resolve issues efficiently and maintain security controls. The role requires strong communication, a minimum 5 years in IT support or IAM, and experience with ServiceNow or similar ticketing tools.

Qualifications

• Minimum 5 years of IT Support, Service Desk, IAM, or User Administration experience.
• Ability to explain technical concepts to non-IT users.
• Experience with identity and access management (IAM) platforms.

Responsibilities

• Provide Level 1 and Level 2 IAM helpdesk support to end users.
• Manage user accounts, access requests, and authentication issues per procedures.
• Escalate complex issues to appropriate teams and document actions taken.
• Maintain accurate ticketing records and ensure SLA adherence.
• Contribute to knowledge base improvements and process optimizations.

Skills

IAM experience

End-user support

Communication skills

Ticketing systems

Education

Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field

Tools

ServiceNow

Jira Service Management

BMC Remedy

Active Directory

Job description

IT Help Desk - IAM (Ref: 37967) , East Singapore

Job Description

Our client, a financial institution, is seeking an IT Help Desk - IAM to provide Level 1 and Level 2 Helpdesk support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.

Responsibilities

• Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.
• Diagnose, troubleshoot, and resolve identity, access, authentication, and other end-user technical issues in accordance with established procedures and service standards.
• 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.
• Manage multiple incidents, service requests, and user administration activities concurrently while ensuring adherence to service level agreements (SLAs).
• Prioritize support tickets based on urgency, impact, and business requirements, ensuring timely resolution and escalation where necessary.
• Provide Level 2 support for identity and access management issues, conducting in-depth troubleshooting and problem analysis when first-level resolution is not sufficient.
• Perform user ID registration, account provisioning, access modifications, and de-provisioning activities in accordance with security and compliance requirements.
• Monitor ticket queues and proactively follow up on outstanding incidents and service requests to ensure prompt closure.
• Identify recurring issues, perform root cause analysis, and recommend preventive measures to improve service quality and operational efficiency.

Requirements & Preferences

• 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.
• Able to explain technical concepts and troubleshooting steps in simple, easy-to-understand language for non-IT users.
• 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.
• Demonstrated ability to assess incident severity and business impact to prioritize support activities appropriately.
• (Advantageous)
• 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.
• Experience providing Level 1 and Level 2 support for identity and access management, authentication, user administration, incident management, troubleshooting, and root cause analysis.
• Experience working with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, BMC Remedy, or equivalent systems.

We regret that only shortlisted candidates will be notified.

Registration No.: R23113629 (Elvin Lee Zhen Yan ) Recruitment Licence: 12C5051