全职 IT Help Desk (ID Management Support) 工作, 薪水 up to SGD 4,000, KRIS INFOTECH PTE. LTD. Islandwide (Singapore) 公司招聘中 - Ricebowl

Job Description:

• Should have experience in user account administration, access management, and end-user support.
• The role serves as a key point of contact for users experiencing ID-related issues and ensures timely resolution through adherence to established process manuals and standard operating procedures.
• The successful candidate must possess strong customer service skills and be skilled in communicating effectively with users of varying technical backgrounds, from IT professionals to non-technical business users.
• The candidate should be able to explain technical issues and procedures in clear, simple language, ensuring users understand the resolution process and required actions.
• A strong ability to follow documented procedures, troubleshoot identity and access-related issues, and deliver excellent customer service is essential.
• Provide first-level support for Identity Management and Access Management related incidents and service requests.
• Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.
• Troubleshoot and resolve user ID-related issues by following documented procedure manuals and standard operating procedures.
• Assist employees with login, authentication, and access-related problems across various systems and applications.
• 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.

Requirements:

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 1–3 years of experience in IT Support, Service Desk, Identity & Access Management (IAM), or User Administration functions.
• Strong communication and interpersonal skills with the ability to interact effectively with users of different technical backgrounds.
• Able to explain technical concepts and troubleshooting steps in simple, easy-to-understand language for non-IT users.
• Customer-oriented with strong problem-solving and analytical skills.
• Able to follow documented procedures, standard operating procedures (SOPs), and process manuals accurately.
• 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.
• Preferred Skills and Experience:
• 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.