Senior Technician - IT Helpdesk
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Key skills for this role
About the Role
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 P.
Key Skills for This Role
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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 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
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