Support Analyst

 

Description:

Support Analyst is responsible for providing first-line support for Identity and Access Management services across the organization. The role focuses on user lifecycle management, access provisioning/deprovisioning, password management, account administration, and ensuring compliance with security policies and service level agreements (SLAs).

The successful candidate will serve as the first point of contact for IAM-related incidents and service requests while maintaining a strong focus on security, customer service, and operational excellence and does not include Microsoft 365/O365 application administration responsibilities.

The Role

Your responsibilities:

• Provision, modify, and revoke user access based on approved requests.

• Manage Joiner, Mover, and Leaver (JML) processes.

• Create and maintain user accounts across various platforms and applications.

• Perform password resets, account unlocks, and MFA support activities.

• Execute access reviews and reconcile user permissions when required.

• Handle IAM-related tickets through the IT Service Management (ITSM) tool.

• Diagnose and resolve Level 1 IAM incidents within agreed SLAs.

• Escalate complex issues to Level 2/Level 3 IAM teams when necessary.

• Provide timely updates to users and stakeholders on ticket progress.

• Ensure all access requests adhere to security policies and approval workflows.

• Maintain audit-ready records of access provisioning activities.

• Support periodic compliance reviews and access certifications.

• Identify and report any suspicious account activity or security concerns.

• Monitor IAM systems and address operational alerts.

• Update knowledge articles, SOPs, and process documentation.

• Maintain accurate records of user access changes and support activities.

• Contribute to continuous service improvement initiatives.

Essential skills/knowledge/experience:

• Ticket resolution within SLA.

• Accuracy of access provisioning and deprovisioning.

• Compliance with security and audit requirements.

• Customer satisfaction scores.

• Understanding of Privileged Access Management (PAM).

• Familiarity with PowerShell scripting.

• Exposure to ITIL processes and best practices.

• Experience working within regulated or critical infrastructure environments.

Desirable skills/knowledge/experience:

Candidates should hold, or be working towards, relevant Microsoft Azure accreditation. The following certifications would be particularly beneficial:

• ITIL Foundation certification (desirable).

• Microsoft Fundamentals certifications (MS-900, SC-900, AZ-900) desirable.