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. • 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 Microsoft Windows OS Training or Certification (MCP)