Madurai · Mid Level
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Job Summary : Service Desk GAM (Generic Account Management) + RDS (Remote Desktop Services)
Job Description : A GAM + RDS Analyst is responsible for managing user identities, access provisioning, account lifecycle activities, and supporting Remote Desktop Services/Citrix environments to ensure users can securely access business applications and systems.
Job Responsibilities : Generic Account Management (GAM) • User Account Administration • Create, modify, disable, and delete user accounts. • Manage shared, service, functional, and privileged accounts. • Perform identity and access management (IAM) activities. • Access Management • Password & Authentication Support • Provision and de-provision application access. • Password resets and account unlocks. • Multi-Factor Authentication (MFA) support • SSO (Single Sign-On) troubleshooting. • Ensure adherence to security policies. Remote Desktop Services (RDS) Support • Support on L1 escalated tickets • Support Remote Desktop, Terminal Services, and Citrix environments. • Troubleshoot user login and session-related issues. • Monitor RDS server availability and performance. • Assist users with remote connectivity issues. • Unlock disconnected sessions. • Reset stuck or frozen sessions. • Support published applications. • Support drive mapping and remote access functionality. • Incident & Request Management • Escalate complex issues to L2/L3 support. • Coordinate with Infrastructure, Server, and Network teams. • Ensure SLA compliance.
Skill Requirement : • Identity & Access Management • Authentication Technologies • Remote Desktop Technologies • Operating Systems • ITSM Tools • Troubleshooting Skills • Incident Management • Ticket Lifecycle Management • Escalation Handling • Queue Management • Team Collaboration • Effective shift handover and documentation.
Other Requirement : 24 x 7 Global Support
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