Senior Technician - IT Helpdesk

Senior Technician - IT Helpdesk at GCAA. Responsible for managing and administering IT Helpdesk tools across GCAA locations, scanning, testing, and patching Windows OS and third-party vulnerabilities, and maintaining systems per KPIs. Manages EDR server and client agents, resolves escalated IT issues to minimize user downtime, and provides technical guidance to troubleshoot complex problems. Monitors service quality to ensure adherence to SLAs and policies, identifies process-improvement opportunities, oversees ITSM design and workflows, and generates quarterly KPI reports. Recommends upgrades to improve efficiency, manages IT-related projects, delivers user training, performs asset management and secure disposal, documents and archives knowledgebase content, and reviews IT Helpdesk policies annually. Requires a Bachelor in IT or Information Systems with ~1 year of IT administration experience, ITIL certification, knowledge of ISO 27001/20000, and Microsoft Windows OS (MCP) training or certification, with hands-on experience in IT security management and IT service management systems. Location is Abu Dhabi, United Arab Emirates, with on-site work expectations at the, and no remote work indicated in this posting.