The Help Desk Analyst - Operations will perform various Identity and Access Management-related services to ensure the confidentiality, integrity, availability and non-repudiation of the Firm and Client data, information and information systems through excellent customer and technical service support.

The Help Desk Analyst - Operations will be part of a centralized team that implements and maintains all aspects of identity and access management in accordance with the Firm’s ISMS policy, technical procedures and processes.


  • Implement centralized onboarding and offboarding processes and procedures to create, provision, modify, de-provision and delete user accounts and other objects in Active directory and other Firm systems
  • Manage Active Directory objects such as user accounts, security groups, distribution groups and network shares
  • Assist with User Lifecycle Management (provisioning, de-provisioning, modifying) accounts, distribution lists, security groups, mailboxes and service accounts
  • Perform periodic operational tasks to enforce the Firm’s relevant security policies and controls with regards to user, computer and service accounts (e.g., stale password, disabled/inactive accounts, etc.)
  • Process approved system access requests to reflect authorized user and resource administration, maintaining all documentation on file for audit review, in accordance with record retention directives
  • Record, track, monitor and follow up SLA breaches of incidents and service requests through the Firm’s ticketing system in accordance with the defined Incident and Request Management Processes
  • Maintain knowledge of current IAM best practices and work with the IAM team to implement measures to protect Firm and Client identities, network, and data
  • Manage resolution of issues efficiently and professionally; monitor on-going jobs and ensures immediate resolution of the reported problem
  • Identify opportunities to improve and implement IAM processes and technologies that will enhance the bank's ability to provide effective IAM
  • Escalate and coordinate unresolved incidents to the appropriate support team by following defined escalation procedures
  • Provide on-time status and communication to end users regarding outstanding and resolved incidents
  • Perform day-to-day tasks and assignments in accordance with operational processes in compliance with required targets and metrics
  • Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives
  • Communicate technical or operational issues encountered during the shift
  • Propose and recommend improvements and updates of KB articles
  • Follow Help Desk procedures, policies and processes diligently and accurately
  • Provide back-up support for other team members, as required
  • Perform other tasks as maybe assigned by management
  • Analyst may be assigned to a 5-day schedule within 5:00 AM to 10:00 PM

Experience Required

  • Good technology Help Desk experience involving identity and access management particularly onboarding and offboarding processes in an enterprise environment following/aligned to ITIL best practices
  • Good knowledge in Active Directory administration
  • Good process methodology experience
  • Possess the drive and ability to see problems through to resolution
  • Thorough approach in terms of following defined processes diligently and accurately
  • Ability to quickly learn and understand new technology and applications
  • Show initiative, sense of responsibility and commitment to work
  • Good customer service skills
  • Good inter-personal skills and ability to work in a team environment.
  • Fluent English (verbal and written)
  • Willing to work overtime as necessary
  • Willing to work on shifting schedule including weekends
  • Able to multi-task in a fast-paced and stressful environment