Lead IT End-User Support & Helpdesk Officer
Apply Now Posted 1 hour agoAbout the Role
The Lead IT End-User Support & Helpdesk Officer will oversee first‑line and second‑line support services across the mining operation, ensuring efficient incident resolution, asset management, and user training while maintaining high customer service standards.
Responsibilities
- Lead and coordinate day‑to‑day IT helpdesk activities across mine site, camp facilities and office locations
- Supervise and support IT Helpdesk Technicians and End‑User Support personnel
- Allocate, prioritize, and monitor support tickets based on business impact
- Escalate complex technical issues to internal specialists or vendors
- Manage logging, tracking, escalation, resolution, and closure of IT incidents and service requests
- Prepare daily, weekly, and monthly service desk performance reports
- Provide technical support for desktops, laptops, printers, mobile devices and end‑user software applications
- Maintain user accounts, permissions, access requests and basic Active Directory administration
- Support software deployments, upgrades, patching and system rollouts
- Coordinate IT support during shutdowns, maintenance periods and system rollouts
- Maintain accurate records of IT assets and coordinate hardware deployment and warranty claims
- Provide end‑user training, cyber security awareness and documentation
- Coordinate vendor performance and procurement of IT equipment
- Ensure compliance with IT policies, procedures and security requirements
Skills Required
LeadershipTechnical troubleshootingCustomer serviceIncident and request managementTicketing systemsActive Directory administrationMicrosoft WindowsMicrosoft 365ITIL FoundationAsset managementCybersecurity awarenessCommunication
Fields of Study
- Information Technology
- Computer Science
- Information Systems
How to Apply
Submit your CV and cover letter by sending them via email to the provided address within ten days of posting; find contact details below.