The IT Help Desk - Identity Management Support role delivers Level 1 and Level 2 assistance for user identity, access, authentication, and account-related requests and incidents. Based in Singapore, this is a 6-month agency contract role that may be extended or renewed. The position will support secure access processes and provide clear, user-friendly guidance to technical and non-technical users.
Responsibilities
Deliver Level 1 and Level 2 support for user identity, access, authentication, and account-related requests and incidents
Handle account setup, updates, deactivation, password resets, unlocks, provisioning, and access changes in line with approved processes
Investigate and resolve user access, authentication, and technical issues, escalating complex cases when required
Provide clear and user-friendly guidance to technical and non-technical users
Ensure compliance with security, governance, and audit requirements related to user access
Maintain accurate records of incidents, requests, actions taken, and troubleshooting outcomes within ticketing systems
Monitor and manage ticket queues, prioritise requests based on impact and urgency, and meet defined service levels
Conduct deeper analysis of recurring or unresolved issues, identify root causes, and recommend process improvements
Support the continuous enhancement of procedures, workflows, and knowledge documentation while delivering high-quality customer service
Requirements
Diploma or degree in Information Technology (IT), Computer Science, Information Systems, or a related field
Minimum 5 years of experience in IT support, service desk, identity and access management, or user administration
Good communication, customer service, troubleshooting, and problem-solving skills
Experience supporting users across telephone, email, chat, and ticketing systems
Hands-on ability to manage multiple priorities
Experience with Active Directory, Microsoft Entra ID (Azure AD), or similar identity and access management tools
Background in service desk, IT operations, or access management
Knowledge of Information Technology Infrastructure Library practices and IT service management platforms, such as ServiceNow, Jira, or BMC Remedy
Understanding of user access controls and information security principles
About the company
A well-established technology services company delivering IT solutions, infrastructure support, and outsourced operational services. The organisation works with clients across various sectors to improve operational efficiency and strengthen their digital capabilities.
JAC Recruitment Pte. Ltd.
EA Licence: 90C3026
EA Personnel Name: Bhadoria Shilpalekha Vikas
EA Personnel: R1876178
#LI-JACSG
#countrysingapore
