Senior Technician - IT Helpdesk

IT Support

• Manage and administer IT Helpdesk Tools and solutions in all GCAA locations in coordination with the IT Helpdesk technicians.
• Responsible for Scanning, Testing, and Patching all Windows OS and Third-party vulnerabilities and maintaining the system as per the agreed KPI.
• Manage and administrate Endpoint Detection and Response (EDR) server and EDR client agents.
• Ensure solving all escalated issues or challenges in IT while ensuring timely and effective resolution to minimize user downtime.
• Providing technical expertise and guidance assisting them in troubleshooting complex issues and improving their skills.
• Monitoring and maintaining service quality within the helpdesk team, ensuring adherence to GCAA SLAs and policies.
• Identifying areas for process improvement within the helpdesk, optimizing workflows, and suggesting enhancements to increase efficiency.
• Responsible for ensuring ITSM design and workflow being implemented as per GCAA processes and enhancing it where it’s required.
• Generating reports on helpdesk performance, analyzing trends, and making recommendations for improvements based on data insights. Prepare IT Helpdesk quarterly KPI report.
• Recommend upgrades and changes to existing computer systems to improve efficiency or productivity for GCAA users.
• Manage assigned projects within IT by the management for any tool’s software and solutions related to IT helpdesk support
• Provide ongoing support escalated matters for complex or unresolved issues that require advanced technical expertise.
• Plan patch management activity for GCAA as per the guidelines and practices followed.

User training and system awareness

• Answer users’ inquiries in person, by email, and via telephone concerning systems operation for escalated incidents
• Knowledge transfer for the IT Helpdesk new joiners for IT Helpdesk tools

Asset management

• Manage the IT assets in the asset management tool.
• Manage the disposal of all information on IT systems as per GCAA policies.

Documentation

• document and archive the knowledgebase on the IT Helpdesk Tool for end users
• Review policies and procedures that involve IT Helpdesk on a yearly basis and inform the line manager for any amendments needed as per current practices.

Knowledge and Experiences

• Bachelor in IT or Information Systems with 1 experience in the management of IT/IS administration and maintenance or as defined in the grade matrix
• ITIL Certified
• Good knowledge of Information Security Management Systems and Information Technology Service Management Systems, ISO standards (27001, 20000), and ITIL fundamentals

Microsoft Windows OS Training or Certification (MCP)