Officer, Service Desk

About First Quantum Minerals

First Quantum Minerals fosters an empowering culture known as the “First Quantum Way” that values independent thinking, innovative problem-solving, and delivering exceptional results in unique locations. The company commits to a bold and smarter approach encouraging individuals to challenge the status quo.

Role Purpose

The Officer, Service Desk acts as the primary point of contact for IT support by managing and resolving ICT-related incidents and service requests. This role ensures optimal performance of IT systems, hardware, applications, and networks while maintaining excellent customer service standards.

Key Responsibilities

• Serve as the first contact for all ICT-related incidents and requests, logging, categorizing, prioritizing, and tracking these using the service management platform.
• Deliver prompt technical support to users via phone, email, remote access, and face-to-face communication; escalate unresolved problems to higher support tiers and monitor their resolution.
• Install, configure, and maintain desktop and mobile devices, including peripherals such as printers and scanners; troubleshoot software and operating system issues.
• Manage user accounts in line with ICT policies, including account creation, modification, deactivation, password resets, and permissions management while keeping accurate records.
• Assist in monitoring network connectivity and system performance; resolve basic network issues; support infrastructure maintenance under supervision.
• Maintain ICT asset and software license inventories; coordinate equipment issuance, tracking, recovery, and report any damage or loss.
• Provide basic user training and guidance, prepare support documentation, and promote security awareness and best practices.
• Ensure compliance with ICT policies and security standards; support cybersecurity controls implementation, incident reporting, and backup/recovery efforts.

Performance Metrics

• Rate of incidents resolved within agreed service levels.
• User satisfaction scores.
• Average response and resolution duration.
• Reduction in recurring problems.
• Accuracy of ICT asset documentation.
• Conformity with ICT security guidelines.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related discipline.
• Professional certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), CompTIA A+, CompTIA Network+, or Cisco Certified Network Associate (CCNA) are advantageous.
• Minimum of 5 years working experience in ICT support or service desk roles, including expertise with Windows OS, Microsoft 365, and enterprise IT systems.
• Possession of ZAQA validated qualifications is mandatory.

Skills and Competencies

• Proficient with computer hardware/software troubleshooting and networking basics.
• Experience using service desk ticketing software.
• Familiarity with Microsoft Office 365 and Windows operating environments.
• Awareness of cybersecurity principles.
• Strong customer service orientation, communication, analytical thinking, attention to detail, time management, teamwork, and ability to work under pressure.

Working Conditions

• Primarily office-based role with occasional travel to remote locations for IT support.
• Availability for after-hours support during emergencies, upgrades, or maintenance may be required.