Customer Support Specialist, Service Desk at First Quantum Minerals

At First Quantum, we empower our employees by adopting a distinctive approach, rooted in a unique and clearly defined corporate culture known as the “First Quantum Way.” Working with us offers a unique experience unlike any other organization, prompting us to seek individuals who embrace a more daring and strategic mindset to identify opportunities, address challenges, and achieve impactful outcomes. Our core ethos revolves around fostering independent thinking and questioning established norms to achieve optimal outcomes. This approach enables us to accomplish remarkable achievements in exceptional settings. Job description: Job Purpose The Service Desk Officer is responsible for delivering immediate technical assistance to users by receiving, documenting, diagnosing, and resolving ICT-related issues and service requests. This role ensures the seamless functionality of ICT systems, applications, hardware, and network services while maintaining high standards of customer support. Key Responsibilities 1. Service Desk Support Act as the primary liaison for all ICT-related incidents and service requests. Responsibilities include documenting, classifying, assigning priority levels to, and monitoring incidents utilizing the service management system. Deliver prompt and professional technical assistance to end users via phone, email, remote access, and in-person engagements. Escalate unresolved concerns to the designated support teams and track their advancement until a satisfactory resolution is achieved. Hardware and Software Support Specialist Responsibilities: – Provide comprehensive assistance for hardware and software issues, ensuring minimal downtime and optimal system performance. – Troubleshoot and resolve technical problems related to both hardware malfunctions and software errors. – Install, configure, update, and maintain hardware and software systems to meet organizational needs. – Collaborate with IT teams to diagnose complex issues and implement effective solutions. – Conduct routine system checks and preventive maintenance to proactively identify and address potential problems. – Assist users with hardware setup, software installations, and system upgrades. – Document technical issues, resolutions, and maintenance activities for future reference. – Train and guide end-users on best practices for hardware and software usage to enhance productivity. – Manage inventory of hardware components and software licenses, ensuring compliance and availability. – Escalate unresolved issues to senior IT staff or external vendors as necessary. Requirements: – Proven experience in hardware and software support, with a strong understanding of IT infrastructure. – Proficiency in troubleshooting hardware and software-related problems across various platforms. – Familiarity with operating systems (e.g., Windows, macOS, Linux) and common software applications. – Knowledge of networking concepts, hardware components, and system administration principles. – Excellent problem-solving skills and the ability to work under pressure in fast-paced environments. – Strong communication and interpersonal skills to interact effectively with technical and non-technical stakeholders. – Ability to prioritize tasks and manage multiple support requests efficiently. – Relevant certifications (e.g., Compton A+, ITIL, Microsoft Certified) are a plus. – Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Responsibilities include installing, configuring, and maintaining desktop computers, laptops, printers, scanners, mobile devices, and peripherals to ensure optimal functionality and performance. Provide assistance with the deployment, setup, and resolution of issues related to operating systems and business applications. Ensure the continuous optimal performance of all ICT equipment through regular maintenance checks and proactive servicing. 3. User Account Administration In alignment with ICT policies, you will be responsible for establishing, updating, modifying, deactivating, and overseeing user accounts. Reset user passwords and oversee the administration of access rights and permissions to ensure secure and appropriate system utilization. Maintain precise documentation of user accounts and system access records. Network and Systems Support professionals are responsible for ensuring the seamless operation and maintenance of an organization’s IT infrastructure. They diagnose and resolve network issues, manage system configurations, and implement security protocols to safeguard data integrity. Additionally, they oversee hardware and software upgrades, monitor system performance, and provide technical assistance to end-users. Strong analytical skills, proficiency in network troubleshooting tools, and a deep understanding of IT best practices are essential for success in this role. Monitor network connectivity and system performance to ensure optimal operation. Investigate and resolve fundamental network and connectivity problems. Perform ICT infrastructure maintenance tasks as directed by senior ICT personnel. Incident and Problem Management This role is responsible for overseeing the identification, resolution, and prevention of IT incidents and problems to ensure minimal disruption to business operations. Key responsibilities include diagnosing technical issues, coordinating response efforts with relevant teams, implementing corrective actions, and conducting root cause analyses to prevent recurrence. The position requires strong analytical skills, proficiency in troubleshooting methodologies, and the ability to maintain clear documentation of incidents and resolutions. Additionally, the role involves collaborating with stakeholders to enhance system reliability and improve overall IT service quality. Identify and address technical issues while consistently meeting established service level agreements. Investigate recurring challenges and propose solutions to address them effectively. Maintain accurate records of incidents and generate comprehensive support reports. 6. Asset Management Oversee the tracking and management of ICT assets and software licenses to ensure accurate record-keeping and compliance. Oversee the distribution, monitoring, and retrieval of ICT equipment to ensure accountability and efficient resource management. Track and report any ICT assets that are damaged, obsolete, or missing. User Training and Awareness initiatives are essential to ensuring that all users are proficient in utilizing the system, comprehending security protocols, and adhering to organizational policies. This role involves developing and delivering comprehensive training programs tailored to different user groups, including employees, contractors, and third-party stakeholders. Responsibilities include creating training materials such as manuals, guides, and interactive modules, as well as conducting workshops, webinars, and one-on-one sessions to reinforce learning. Additionally, the position requires monitoring user engagement and feedback to continuously improve training effectiveness, and promoting a culture of security awareness through regular communications and awareness campaigns. Offer technical guidance and introductory training in information and communication technology (ICT) systems. Prepare and disseminate user support resources as needed to ensure effective assistance and guidance. Facilitate comprehensive education on information and communication technology (ICT) security protocols and cultivate adherence to industry-leading best practices. 8. Compliance and Security Ensure compliance with established ICT policies, procedures, and security standards. Support the deployment of cybersecurity measures and facilitate the documentation of security-related events. Provide assistance in implementing and maintaining backup, recovery, and data protection strategies to ensure system integrity and data availability. Key Performance Indicators (KPIs) Resolved incidents are tracked based on their adherence to the Service Level Agreement (SLA), with performance measured by the percentage of cases successfully closed within the designated timeframe. User satisfaction ratings. Average turnaround and problem-solving durations. Reducing the number of recurring incidents has been consistently achieved. Maintaining precise records of ICT assets is essential. Ensuring adherence to ICT security standards is essential. Qualifications and Experience Education A bachelor’s degree in information technology, computer science, information systems, or a closely related discipline is required. Professional Certifications (Added Advantage) ITIL Foundation. Microsoft Certified Professional (MCP). CompTIA A+. CompTIA Network+. Professional Rewriting: The candidate must hold a valid Cisco Certified Network Associate (CCNA) certification. Experience With a minimum of five years of practical experience in ICT support, help desk, or service desk operations, the ideal candidate will bring a wealth of hands-on expertise to this role. Seasoned in providing assistance with Windows operating systems, Microsoft 365 applications, and large-scale ICT environments. ZARA-accredited qualifications are a mandatory requirement for this position. Competencies and Skills Technical Skills Proficiency in diagnosing and resolving issues related to computer hardware and software is essential. Understanding of networking fundamentals. Proven experience in utilizing service desk ticketing systems is essential. Proficiency in Microsoft Office 365 and Windows operating systems is required. Basic cybersecurity awareness. Behavioral Competencies Strong customer service orientation. Demonstrates exceptional proficiency in verbal and written communication, along with the ability to foster productive interpersonal relationships. Problem-solving and analytical thinking. Highly developed time management and organizational capabilities are essential for this role. Attention to detail. Capable of performing effectively in high-pressure environments while consistently achieving established deadlines. Teamwork and collaboration. Working Conditions Primarily an office-based role with intermittent travel required to provide support to remote locations. Occasional off-hours support may be necessary to address urgent situations, perform critical upgrades, or conduct routine system maintenance. Here’s a professional version of the paragraph: We encourage collaboration and community engagement. Please utilize the social sharing icons provided below to distribute this opportunity to your network.

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