Senior IT Helpdesk Lead - SLA & Patch Mgmt

General Civil Aviation Authority (GCAA); Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

The General Civil Aviation Authority (GCAA) in the United Arab Emirates seeks an IT Helpdesk Administrator to manage IT Helpdesk tools and ensure vulnerability management for Windows systems. Responsibilities include monitoring service quality, generating performance reports, and asset management.

The successful candidate will need a Bachelor's degree in IT or Information Systems, ITIL certification, and strong knowledge of information security standards. Proven experience in IT management is key for optimizing helpdesk processes and enhancing user support.

Qualifications

• Bachelor's degree in IT or Information Systems required.
• ITIL certified to manage helpdesk operations effectively.
• Good knowledge of security management systems as per ISO standards.

Responsibilities

• Administer IT Helpdesk Tools and solutions across GCAA.
• Manage vulnerabilities in Windows OS and patch systems.
• Monitor helpdesk performance and ensure SLA adherence.
• Plan and execute patch management activities.

Skills

IT Helpdesk Tools administration

Endpoint Detection and Response (EDR)

Knowledge of ITIL

Technical troubleshooting skills

Knowledge of Information Security Management

Education

Bachelor in IT or Information Systems

ITIL Certification

Tools

Windows OS

Job description

The General Civil Aviation Authority (GCAA) in the United Arab Emirates seeks an IT Helpdesk Administrator to manage IT Helpdesk tools and ensure vulnerability management for Windows systems. Responsibilities include monitoring service quality, generating performance reports, and asset management.

The successful candidate will need a Bachelor's degree in IT or Information Systems, ITIL certification, and strong knowledge of information security standards. Proven experience in IT management is key for optimizing helpdesk processes and enhancing user support.