Lead IT End-User Support And Helpdesk Officer

About the Role

The Lead IT End-User Support And Helpdesk Officer oversees first‑line and second‑line IT support across mining operations, ensuring efficient resolution of incidents, service requests, and technical issues while leading a team and maintaining high service quality.

Responsibilities

• Lead and coordinate daily IT helpdesk operations across all sites
• Supervise IT Helpdesk Technicians and support staff
• Prioritize and assign support tickets based on urgency and business impact
• Escalate complex issues to internal IT teams or external vendors
• Manage logging, tracking, escalation, and closure of IT incidents and service requests
• Ensure accurate documentation in the IT service management system
• Monitor service desk performance metrics and prepare reports
• Provide support for desktops, laptops, printers, mobile devices, and peripherals
• Install, configure, troubleshoot operating systems and business applications
• Manage user accounts, access rights, password resets, and Active Directory tasks
• Support software deployments, upgrades, and system rollouts
• Provide IT support across mine site, camp, and office environments
• Maintain accurate records of IT assets and software licenses
• Coordinate deployment, repair, replacement, and return of IT equipment
• Develop user manuals, guides, and knowledge base documentation
• Coordinate maintenance and repair services with external vendors
• Ensure compliance with IT policies, procedures, and security standards

Skills Required

Fields of Study

• Information Technology
• Computer Science
• Information Systems

How to Apply

Submit your CV, cover letter and relevant documents via email; find contact details below.