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.

Shortlisted candidates will be offered a permanent / direct contract role