Identity Access Management Analyst

Summary

Join the Rank Group and deliver top-notch technical and customer support to corporate staff and retail environments. As part of the Service Governance Team, you will resolve IT incidents and service requests related to identity and access management. Responsibilities include handling incidents and requests within SLAs, troubleshooting technical issues, ensuring accurate record-keeping, providing regular updates, and coordinating with vendors. The role requires in-depth IT service desk experience, Active Directory knowledge, excellent customer service skills, and familiarity with ITSM ticketing platforms. The Rank Group offers a range of benefits, including hybrid working, colleague support networks, development opportunities, leadership training, industry certifications, pensions, bonus schemes, private medical insurance, and life insurance.

Requirements

• In-depth experience working on an IT Service Desk supporting mid-sized user bases both remotely and in person
• General knowledge of desktop computing
• Active Directory and User Account Management
• Ability to troubleshoot technical support issues
• Excellent customer Service communication skills (both verbal & written)
• Strong Helpdesk experience
• Familiar with the concepts of an ITSM ticketing platform (preferably ServiceNow)
• Demonstrates sense of passion and pride about own work. Positive attitude and adapts well to change. Inspires passion and excitement around shared goals, promoting environment of achievement
• Ability to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately
• Ability to identify, influence and work collaboratively with internal Stakeholders and key external service providers
• Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs
• Confronts and works through tough issues, demonstrating perseverance and a sense of urgency
• Has a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business
• An ability and desire to learn new skills and technologies
• Positive attitude can work with ambiguity and adapts well to change

Responsibilities

• Be a credible representative of the Service Governance Team
• Handle incoming incidents and requests within company SLA targets
• Provide support for incidents and service requests according to established IT Service Management (ITSM) processes and procedure
• Provide timely responses and resolutions so as to minimize adverse business impact
• Troubleshooting and resolving basic technical issues primarily related to identity and access management
• Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool
• Provides customers with regular updates, and progression is made in line with Service Level Targets
• Ability to follow internal/external escalation process
• Setup new starters from Active Directory and remove access through proper processes when a user leaves the business
• Providing excellent customer service to the business
• Co-ordinate with partnerships and third-party vendors

Benefits

• Hybrid working
• Colleague support networks
• Menopause support
• Weekly PepTalks
• Development opportunities
• Leadership training
• Cutting-edge industry certifications
• Pensions
• Bonus schemes
• Private medical insurance
• Life insurance