Senior Technician - IT Helpdesk

Responsibilities

• 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.
• Provide technical expertise and guidance assisting them in troubleshooting complex issues and improving their skills.
• Monitor and maintain service quality within the helpdesk team, ensuring adherence to GCAA SLAs and policies.
• Identify areas for process improvement within the helpdesk, optimize workflows, and suggest enhancements to increase efficiency.
• Ensure ITSM design and workflow is implemented as per GCAA processes and enhance it where required.
• Generate reports on helpdesk performance, analyze trends, and make 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 management for any tools, software, and solutions related to IT helpdesk support.
• Provide ongoing support for escalated matters that require advanced technical expertise.
• Plan patch management activity for GCAA as per guidelines and practices followed.
• User training and system awareness:
  Answer user inquiries in person, by email, and via telephone concerning system operations for escalated incidents.
• Transfer knowledge for 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.
• Document and archive the knowledgebase on the IT Helpdesk Tool for end users.
• Review policies and procedures that involve IT Helpdesk yearly and inform the line manager for any needed amendments.

• Bachelor in IT or Information Systems with 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.