Senior Technician - IT Helpdesk

Role Overview

Senior Technician - IT Helpdesk at General Civil Aviation Authority.

Role Purpose

Manage and support IT Helpdesk operations across all GCAA locations, providing technical expertise for complex issues, overseeing helpdesk tools and systems, ensuring service quality and SLA compliance, and driving process improvements across the helpdesk function.

Key Responsibilities

IT Support & Administration

• Manage and administer IT Helpdesk Tools and solutions across all GCAA locations in coordination with IT Helpdesk technicians.
• Scan, test, and patch all Windows OS and third-party vulnerabilities while maintaining systems to agreed KPI standards.
• Manage and administrate Endpoint Detection and Response (EDR) server and EDR client agents.
• Resolve all escalated IT issues and challenges with timely and effective resolution to minimize user downtime.
• Provide technical expertise and guidance to technicians for troubleshooting complex issues and skills improvement.
• Monitor and maintain service quality within the helpdesk team, ensuring adherence to GCAA SLAs and policies.
• Ensure ITSM design and workflow are implemented per GCAA processes and enhanced where required.
• Provide ongoing support for escalated matters involving complex or unresolved issues requiring advanced technical expertise.
• Plan patch management activities for GCAA as per established guidelines and practices.
• Recommend upgrades and changes to existing computer systems to improve efficiency or productivity for GCAA users.

Process Improvement & Reporting

• Identify areas for process improvement within the helpdesk, optimize workflows, and suggest enhancements to increase efficiency.
• Generate reports on helpdesk performance, analyze trends, and make recommendations for improvements based on data insights.
• Prepare IT Helpdesk quarterly KPI reports.

Project Management

• Manage assigned projects within IT for any tools, software, and solutions related to IT Helpdesk support.

User Training & System Awareness

• Answer users' inquiries in person, by email, and via telephone concerning systems operation for escalated incidents.
• Provide knowledge transfer for IT Helpdesk new joiners on IT Helpdesk tools.

Asset Management

• Manage 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 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 amendments needed as per current practices.

Qualifications & Experience

• Bachelor's degree in IT or Information Systems with 1 year of 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).