Senior Technician - IT Helpdesk (Only UAE National)
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Key skills for this role
About the Role
The UAE General Civil Aviation Authority is seeking a Senior IT Helpdesk Technician in Abu Dhabi. The role involves managing helpdesk tools, patching vulnerabilities, administering EDR, and providing technical support.
Key Skills for This Role
Responsibilities
- Manage and administer IT Helpdesk Tools and solutions in all GCAA locations
- Responsible for Scanning, Testing, and Patching all Windows OS and Third party vulnerabilities
- 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
- Providing technical expertise and guidance assisting them in troubleshooting complex issues
- Monitoring and maintaining service quality within the helpdesk team, ensuring adherence to GCAA SLAs and policies
- Identifying areas for process improvement within the helpdesk
- Responsible for ensuring ITSM design and workflow being implemented as per GCAA processes
- Generating reports on helpdesk performance, analyzing trends, and making recommendations
- Recommend upgrades and changes to existing computer systems
- Manage assigned projects within IT by the management
- Plan patch management activity for GCAA
Requirements
- Bachelor in IT or Information Systems with 1 year experience in IT/IS administration and maintenance
- ITIL Certified
- Good knowledge of Information Security Management Systems and IT Service Management Systems, ISO standards (27001, 20000), and ITIL fundamentals
- Microsoft Windows OS Training or Certification (MCP)
Full Job Posting
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.
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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