: 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.
Key Responsibilities
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.