Senior Technician - IT Helpdesk

• 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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