Senior Technician - IT Helpdesk

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

Responsibilities

• 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.
• Provide technical expertise and guidance assisting them in troubleshooting complex issues and improving their skills.
• Monitor and maintain service quality within the helpdesk team, ensuring adherence to GCAA SLAs and policies.
• Identify areas for process improvement within the helpdesk, optimize workflows, and suggest enhancements to increase efficiency.
• Ensure ITSM design and workflow is implemented as per GCAA processes and enhance it where required.
• Generate reports on helpdesk performance, analyze trends, and make 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 management for any tools, software, and solutions related to IT helpdesk support.
• Provide ongoing support for escalated matters that require advanced technical expertise.
• Plan patch management activity for GCAA as per guidelines and practices followed.
• User training and system awareness: Answer user inquiries in person, by email, and via telephone concerning system operations for escalated incidents.
• Transfer knowledge for 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.
• Document and archive the knowledgebase on the IT Helpdesk Tool for end users.
• Review policies and procedures that involve IT Helpdesk yearly and inform the line manager for any needed amendments.

Qualifications

• Bachelor in IT or Information Systems with 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.