概要
給与
5,500 SGD ~ 9,000 SGD
業界
Info-communication Technology
仕事内容
Our client, a financial institution, is seeking an IT Help Desk Executive to provide Level 1 and Level 2 support for Identity & Access Management (IAM), authentication, user account administration, and end-user incidents and service requests.
【 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.
求めている人材
応募条件
【 Requirements & Preferences 】
(Must)
- 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.
(Advantageous)
- 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.英語
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その他言語
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その他
福利厚生
【 What you will receive 】
- AWS
- Variable Bonus (Dependent on Company and Individual Performance)
- Annual Leave: 14 days
- Medical Leave: 14 days
- Medical Insurance: S$500 per year就業時間
08:30 ~ 17:30
休日
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職種
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