Senior Technician IT Helpdesk

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. ...