Technician – IT Help Desk
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IT Support
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Provide first level support for all kinds of IT and information security incidents
• Manage all support requests from all channels by logging and routing of all incident and service tickets to appropriate teams within IT.
• Manage the process of effective troubleshooting and provide timely technical assistance to users on resolution of technical Issues and faults.
• Provide on-going support for IP telephony, video conference and other converged media systems.
• Operate, monitor, and prioritise security systems, including CCTV cameras and biometric system within the IT Data Centre.
• Assist guests and visitors visiting GCAA premises with technical support.
• Provide configuration, installation and troubleshooting on all Microsoft products, 3rd party software, account software, HR ID software, Licensing software, e-Archiving software, desktop, laptop, printers, scanners, Cisco IP telephones and other IT peripherals /devices.
• Operate and monitor IT Helpdesk service manager ticketing system tool.
• Operate, troubleshoot, and configure Blackberry enterprise admin application and device support.
• Carry out all infrastructure support for desktop and printing solutions by diagnosis and preventive maintenance.
• Deploy and support antivirus and approved software in client machines.
• Manage the biometric attendance system and hardware for all locations
User training and system awareness
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Answer users’ inquiries in person, email and via telephone concerning systems operation.
• Train users on use of new software and hardware.
• Help users to fill new e-forms e.g., UAF, RFC and e-Archival etc.
• Hand over new users ID and password with documentation to new employee.
Asset management
• Manage inventory of desktop, laptop, CD, DVD, VOIP phones, Blackberries, printers, scanners, photocopiers, servers, network devices etc.
• Manage disposal of all information on IT systems
Documentation
• Archive IT-related documents on electronic archiving system.
• Update knowledge base on IT systems
• Follow up all IT electronic requests (end to end responsibility).
Knowledge and Experiences:
Higher Diploma in IT or Information Systems with 0-2 years’ experience in management of IT/IS administration and maintenance
Requirements
- •Provide first level support for IT and information security incidents.
- •Manage support requests from all channels.
- •Troubleshoot and provide technical assistance to users.
- •Support IP telephony, video conference systems.
- •Operate and monitor security systems (CCTV, biometric).
- •Configure, install, and troubleshoot Microsoft products and software.
- •Manage IT Helpdesk service manager ticketing system.
- •Support Blackberry enterprise admin application and devices.
Nice to Have
- •Assist guests and visitors with technical support.
- •End-to-end responsibility for IT electronic requests.
Responsibilities
- •Carry out infrastructure support for desktop and printing solutions.
- •Deploy and support antivirus and approved software.
- •Manage biometric attendance system and hardware.
- •Answer user inquiries via phone, email, and in person.
- •Train users on new software and hardware.
- •Manage inventory of IT assets.
- •Archive IT-related documents.
- •Update knowledge base on IT systems.
Related Jobs
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The UAE's General Civil Aviation Authority regulates and oversees civil aviation activities. It ensures the safety, security, and efficiency of air transport within the Emirates.
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