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naukri

Senior Technician - IT Helpdesk

General Civil Aviation Authority (GCAA)
Abu Dhabi, UAE
Senior
Onsite
2 weeks ago
IT Helpdesk managementPatch managementEndpoint Detection and Response (EDR)Windows OSITILISO 27001
Free

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IT Helpdesk managementPatch managementEndpoint Detection and Response (EDR)
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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 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 tools software and solutions related to IT helpdesk support.
  • Provide ongoing support escalated matters for complex or unresolved issues that require advanced technical expertise.

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).

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