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.
  • 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, optimizing workflows, and suggesting 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 reports.
  • 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 for 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.
• Answer users’ inquiries in person, by email, and via telephone concerning system operations for escalated incidents.
• Conduct knowledge transfer for IT Helpdesk new joiners for IT Helpdesk tools.

• Plan and deliver training sessions to improve user competence with IT Helpdesk tools.
• Provide system awareness education to ensure users understand security and operational best practices.

• Manage IT assets in the asset management tool.
• Oversee disposal of all information on IT systems in accordance with GCAA policies.

• Document and archive the knowledge base on the IT Helpdesk Tool for end users.
• Review policies and procedures involving IT Helpdesk on a yearly basis and inform the line manager of any needed amendments per current practices.

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