Provide first-level support for Identity Management and Access Management (IAM) incidents and service requests.
Perform user account creation, modification, suspension, deletion, password resets, and account unlock activities in accordance with approved procedures.
Troubleshoot and resolve user ID-related issues by following documented procedures, process manuals, and standard operating procedures (SOPs).
Assist users with login, authentication, and access-related issues across various systems and applications.
Communicate effectively with both technical and non-technical users, adapting communication according to the user's level of technical understanding.
Explain technical issues and resolutions in clear, simple, and user-friendly language.
Escalate unresolved or complex issues to the appropriate support teams when necessary.
Ensure compliance with security policies, access govern...
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