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Access Service Analyst
2 months ago
We are seeking a highly motivated and detail-oriented individual to join our team as an Access Service Analyst. As an Access Service Analyst, you will play a critical role in granting access to Openwork colleagues and firms, including the creation and removal of system accounts and licenses.
Key Responsibilities- Allocate access for starters, leavers, and movers following documented processes.
- Manage the leavers process to ensure that all IT equipment is returned.
- Conduct new starters welcome calls to support them in logging on to the system and answer queries.
- Follow the ticket best practice guide to ensure tickets and requestors are regularly updated.
- Responsible for all types of access, including allocation and removal of licenses.
- Act as an overflow to help support the IT Service desk by answering incoming calls during peak times.
- Diagnose and resolve access-related problems accurately, ensuring they are logged correctly and either closed or escalated appropriately.
- Carry out access audits and re-verification of access for critical systems.
- Contact individuals who have not used software to determine if licenses can be removed.
- Record all activity for auditing purposes within Openwork's ITSM tool, including manager authorization.
- Maintain access documentation and ensure it is kept up to date.
- Experience in call handling and dealing with difficult and demanding situations.
- ITIL V3 or V4 certification is an advantage.
- Knowledge and experience of Active Directory.
- Knowledge of 0365 Admin Centers and User Administration within Dynamics 365 is advantageous.
- A good knowledge of Data Protection and FCA regulations.
- A good understanding of starters and leavers processes, as well as role-based access controls.
- Microsoft Dynamics User Administration.
- Active Directory.
- M365 licensing portal.
- Good organization and communication skills.
- A bright professional attitude and a lead-by-example work ethic.
- The ability to multitask and stay organized in a fast-paced environment.
- Analytical and inquisitive with excellent attention to detail.
- The ability to adapt to changing priorities on a day-to-day basis.
- Good problem-solving skills, required to identify the root cause of incidents.
- Ownership of requests.
- Excellent written and customer service skills.
