Service Desk Analyst – User Access Management (UAM) & Identity and Access Management (IAM)

2 - 3 Years
1 Opening
Chennai, Hyderabad, Trivandrum

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

Service Request Management,Customer Support,Ticket Tracking,UAM & IAM