Help Desk Analyst - IAM
Core
Provide Help Desk support by troubleshooting and resolving technical and service-related issues, specifically managing user accounts and permissions in identity and access management (IAM) systems.
Role type
Help Desk Analyst (IAM)
Builds
User account management and access control within IAM systems
Domain
IT Service Management / Identity and Access Management
Required skills
IAM concepts, Azure, Active Directory, ServiceNow, ITIL best practices, Microsoft 365 (Excel, Teams), user account management, incident management
Preferred skills
Windows/Mac/Linux OS troubleshooting, problem-solving, customer support experience
Technologies
Azure, Active Directory, ServiceNow, Microsoft 365, Microsoft Excel, Microsoft Teams
Responsibilities
Troubleshoot and resolve technical and service-related issues; Manage user accounts and permissions in IAM systems; Communicate with customers via chat, email, and Microsoft Teams; Collaborate with technical teams to escalate complex issues; Develop and utilize a knowledge base for faster issue resolution; Create and maintain detailed documentation for processes and solutions.
Seniority
Junior to Mid-level, entry-level gateway role