IT Helpdesk - IAM (Ref 26611)

Jobline Resources Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Jobline Resources Pte Ltd is seeking an experienced IT Support Specialist to provide IAM helpdesk support and drive user authentication and access management solutions. You will handle account provisioning, password resets, and incident resolution, while ensuring adherence to security policies and audit requirements.

The role requires strong communication, ITIL knowledge, and hands-on experience with identity platforms like Active Directory and Azure AD.

Qualifications

• Diploma or Bachelor's Degree in IT, CS, IS or related field.
• 5+ years in IT Support, Service Desk, IAM or User Administration.
• Experience with Active Directory, Azure AD or similar identity platforms.
• Experience in corporate Service Desk/IT Operations/Access Management environment.
• ITIL Foundation certification and knowledge of ITIL processes.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira Service Management, BMC Remedy).
• Understanding of information security principles related to user access management.

Responsibilities

• Provide Level 1 and Level 2 Helpdesk support for IAM, authentication, account administration, and end-user incidents and service requests.
• Perform user account creation, modification, suspension, deletion, password resets, and unlocks per procedures.
• Diagnose, troubleshoot, and resolve IAM and end-user technical issues per procedures and standards.
• Communicate clearly with both IT-savvy and non-technical users and tailor explanations.
• Explain issues and resolutions in simple terms for user understanding.
• Escalate unresolved or complex issues to appropriate teams as needed.
• Ensure compliance with security policies, access governance, and audit controls.
• Maintain accurate incident and request documentation in the ticketing system.
• Document troubleshooting steps and resolutions for future reference.
• Contribute to improving support procedures and knowledge base workflows.
• Deliver professional, customer-focused support while meeting SLAs and targets.
• Manage multiple incidents and requests concurrently with prioritization and escalation.

Skills

Identity & Access Management

Active Directory

Azure AD

ITIL

Customer support

Education

Diploma or Bachelor's Degree in IT or related field

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Responsibilities

• Provide Level 1 and Level 2 Helpdesk support for Identity & Access Management (IAM), authentication, account administration, and end-user incidents and service requests.
• 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.

Requirements

• 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.
• 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.

Licence mo: 12C6060