Senior Technician - IT Helpdesk

Company

General Civil Aviation Authority (GCAA)

Location

abu dhabi, abu dhabi

Type

Full-time

            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 GC...
        

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Senior Technician - IT Helpdesk

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