End User Support Analyst at Newmont Corporation

About The Job

About This Role:

• Responsible for reliable technology support for Users at a Newmont Africa regional or site operations.
• This includes support of technology applications and infrastructure available via the desktop, on a mobile device or elsewhere at the site, and includes supporting outsourced technology services and technology vendors.

In This Role You Will:

• Site Technology Support Team Member:
  • Manage user requests and provide approved service in a timely manner.
  • Plan and manage technology inventory and assets.
  • Manage queue of work via electronic ticketing system, performing tasks in support of daily technology operations, aligned with response time, quality, and customer satisfaction performance measures.
  • Perform technology defect diagnosis on hardware, network and software systems, on mobile or fixed devices, provides input to the resolution, and document solutions for future reference.
  • Contribute to the smooth running of technology facilities at site, including but not limited to, printers, scanners, audio visual equipment, on-site video systems, electronic displays and meeting room equipment.
  • Work with other Technology Teams as directed, such as regional/global network / Infrastructure teams to ensure the regional voice & data network, server, storage and end-user environments at site are effectively maintained and supported.
  • Communicate effectively with customers, stakeholders and service providers to deliver on technology requirements.
  • Support vendors to maintain site stability.
  • Provide appropriate identification, tracking, escalation, and communication for regional or site issues they are responsible for in service delivery.
  • Support troubleshooting in areas of server, storage, server room/data center support, networking and telephony support after business hours.
  • Contribute to the record-keeping of site technology related assets.
• Safety and Compliance:
  • Comply with Newmont security and technology standards in the delivery of service.
  • Support site personnel to document and understand operating procedures when new initiatives and projects are introduced on site.
  • Participate in safety meetings, staff meetings and safety inspections.
  • Become familiar with and adheres to Newmont's Health, Safety Security and Environment policies, standards and procedures.
  • Participate in the completion and resolution of all technology compliance and general control related activities for the team.
  • Consistently demonstrate safe work practices.
  • Participate in audit finding actions for the Support Team on site.
  • Comply with Newmont's goals and values.

Your Training, Skills & Experience Checklist

Formal Qualification (including Professional Registrations):

• Technology related certification, or working towards a certification is a plus.

Experience: 

• Minimum of 5 years’ working experience in services or technical support role with a mining company.
• Ability to communicate effectively, both orally and in writing, with vendors, service providers, colleagues, clients and customers at all levels.

Technical Skills:

• Demonstrate strong verbal and written communication skills.
• Broad knowledge of Information Technology Infrastructure Library (ITIL) processes.
• Broad knowledge of diverse technology toolset and use of problem resolution forums.
• A strong mix of business, functional, and technical skills.

Behavioural Attributes:

• Act professional and show respect.
• Assertive and influential.
• Customer focused.
• High level of integrity and trustworthiness.
• Maintain confidentiality at all times.
• Reliable and independent.
• Safety conscious.
• Show initiative, be results-driven and be proactive.
• Strong attention to detail and deliver high levels of accuracy.

Working Conditions:

• Position is located at the Ahafo South mine.
• Office and field/mine site work as required, including working in open pit and/or underground operations.
• Position may require travel to other domestic and international sites.
• Position requires a Driver's License.
• Flexible hours as required to accommodate site technology or project requirements.