Service Desk Analyst – User Access Management

3 days ago

Hyderābād, Sindh, Pakistan UST Full time 1,200,000 - 2,400,000 per year

2 - 3 Years

1 Opening

Chennai, Hyderabad, Trivandrum

Role description

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

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
Skills

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

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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