Key Responsibilities

Service Desk Operations

Coordinate new user onboarding by provisioning accounts, assigning access rights, and ensuring hardware/software setup through service requests.

Handle IT service requests including password resets, software installations, access permissions, and standard catalog items.

Provide real-time chat and ticket-based support via the internal IT support platform, resolving issues or escalating as needed.

Document all tickets, updates, and resolutions accurately in the IT Service Management (ITSM) system.

Manage user offboarding by deprovisioning accounts and tracking returned assets.

Collaborate with HR and other departments to ensure smooth onboarding and offboarding experiences.

Maintain and update knowledge base articles, FAQs, and self-service resources.

Adhere to ITIL best practices for incident, request, and problem management.

User Access Management (UAM)

Process user provisioning, deprovisioning, and modification requests across various systems and applications.

Ensure timely onboarding and offboarding in line with organizational security and compliance policies.

Manage user group memberships, role assignments, and access permissions.

Conduct periodic access reviews, certifications, and recertifications.

Identity and Access Management (IAM)

Administer identity lifecycle operations using IAM platforms such as Okta, Azure AD, SailPoint, or Ping.

Enforce least privilege and role-based access control (RBAC) principles.

Support multi-factor authentication (MFA), single sign-on (SSO), and related authentication/authorization integrations.

Monitor IAM logs, perform audits, and investigate anomalies or access-related incidents.

Collaborate with HR, IT, and business units to align access provisioning with job roles.

Assist with IAM projects, system enhancements, and automation initiatives.

Generate access and compliance reports for audits (e.g., SOX, ISO 27001).

Documentation & Compliance

Develop and maintain standard operating procedures (SOPs) and access management documentation.

Ensure alignment with internal security standards, regulatory requirements, and audit controls.

Core Skills

Service Request Management

Customer & Technical Support

Ticket Tracking & ITSM Tools

User Access Management (UAM)

Identity & Access Management (IAM)

ITIL Process Adherence

Compliance & Audit Reporting