Officer, Service Desk

At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.

Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.

Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.

Job description:

Job Purpose

To provide first-line technical support to users by receiving, logging, troubleshooting, and resolving ICT-related incidents and service requests. The Officer, Service Desk ensures the effective operation of ICT systems, applications, hardware, and network services while delivering excellent customer support.

Key Responsibilities

1. Service Desk Support

• Serve as the first point of contact for all ICT-related incidents and service requests.
• Log, categorize, prioritize, and track incidents using the service management system.
• Provide timely technical support to end users through phone, email, remote access, and face-to-face interactions.
• Escalate unresolved issues to appropriate support teams and monitor progress until resolution.

2. Hardware and Software Support

• Install, configure, and maintain desktop computers, laptops, printers, scanners, mobile devices, and peripherals.
• Support the installation, configuration, and troubleshooting of operating systems and business applications.
• Ensure all ICT equipment is functioning optimally and perform routine maintenance.

3. User Account Administration

• Create, modify, deactivate, and manage user accounts in accordance with ICT policies.
• Reset passwords and manage user access rights and permissions.
• Maintain accurate records of user accounts and system access.

4. Network and Systems Support

• Assist in monitoring network connectivity and system performance.
• Troubleshoot basic network and connectivity issues.
• Support ICT infrastructure maintenance activities under the guidance of senior ICT staff.

5. Incident and Problem Management

• Diagnose and resolve technical issues within agreed service levels.
• Identify recurring issues and recommend corrective actions.
• Maintain incident records and prepare support reports.

6. Asset Management

• Maintain an inventory of ICT assets and software licenses.
• Coordinate the issuance, tracking, and recovery of ICT equipment.
• Report damaged, obsolete, or lost ICT assets.

7. User Training and Awareness

• Provide ICT guidance and basic user training.
• Develop and distribute user support materials where necessary.
• Promote ICT security awareness and best practices.

8. Compliance and Security

• Ensure adherence to ICT policies, procedures, and security standards.
• Assist in implementing cybersecurity controls and reporting security incidents.
• Support backup, recovery, and data protection initiatives.

Key Performance Indicators (KPIs)

• Percentage of incidents resolved within SLA.
• User satisfaction ratings.
• Average response and resolution times.
• Number of recurring incidents reduced.
• Accuracy of ICT asset records.
• Compliance with ICT security standards.

Qualifications and Experience

Education

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.

Professional Certifications (Added Advantage)

• ITIL Foundation.
• Microsoft Certified Professional (MCP).
• CompTIA A+.
• CompTIA Network+.
• Cisco Certified Network Associate (CCNA).

Experience

• Minimum of 5 years' experience in ICT support, help desk, or service desk operations.
• Experience supporting Windows operating systems, Microsoft 365 applications, and enterprise ICT environments.
• ZAQA validated qualifications is a must.

Competencies and Skills

Technical Skills

• Knowledge of computer hardware and software troubleshooting.
• Understanding of networking fundamentals.
• Familiarity with service desk ticketing systems.
• Knowledge of Microsoft Office 365 and Windows environments.
• Basic cybersecurity awareness.

Behavioral Competencies

• Strong customer service orientation.
• Excellent communication and interpersonal skills.
• Problem-solving and analytical thinking.
• Time management and organizational skills.
• Attention to detail.
• Ability to work under pressure and meet deadlines.
• Teamwork and collaboration.

Working Conditions

• Primarily office-based with occasional travel to support remote sites.
• May require after-hours support during emergencies, upgrades, or system maintenance activities.

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