概述

• 薪资

  5,500 SGD ~ 9,000 SGD

• 工作行业

  Info-communication Technology

• 工作内容

  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.