Senior Technician IT Helpdesk

General Civil Aviation Authority; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

The General Civil Aviation Authority in Abu Dhabi is seeking an experienced IT Support professional to manage the IT Helpdesk tools across all locations, patch Windows OS and third‑party software, and maintain security posture.

You will administer EDR agents, resolve escalated incidents to minimize downtime, monitor SLAs, and prepare quarterly KPI reports while guiding new joiners and contributing to process improvements.

Qualifications

• Bachelor's degree in IT or Information Systems with 1 year of IT/IS administration experience.
• ITIL Certification or equivalent knowledge is required.
• Strong understanding of Information Security Management Systems and IT Service Management ISO standards.
• Microsoft Windows OS Training or Certification (MCP) is required.

Responsibilities

• Manage and administer IT Helpdesk tools across all GCAA locations.
• Perform scanning, testing, and patching of Windows OS and third-party vulnerabilities.
• Manage and administer Endpoint Detection and Response (EDR) server and client agents.
• Resolve escalated IT issues to minimize user downtime with timely resolutions.
• Monitor service quality and adherence to SLAs and GCAA policies.
• Identify process improvements to optimize helpdesk workflows.
• Prepare quarterly IT Helpdesk KPI reports and provide data-driven recommendations.
• Transfer knowledge to IT Helpdesk new joiners.

Skills

ITIL Certified

Information Security

IT Service Management

Education

Bachelor in IT or Information Systems

Tools

MCP Certification

Windows OS Training

Job description

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 its 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 tools 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 () and ITIL fundamentals

Microsoft Windows OS Training or Certification (MCP)

Required Experience:

Senior IC