Lead IT End-User Support And Helpdesk Officer

Job Summary

The Lead IT End-User Support & Helpdesk Officer is responsible for leading first-line and second-line IT support services across mining operations, camp facilities, and the Addis office. The role ensures efficient resolution of user incidents, service requests, hardware and software issues, and technology-related problems while maintaining high service quality, operational continuity, and user satisfaction. The position also provides leadership to the IT support team and ensures IT services effectively support safe and productive operations.

Main Responsibilities

1. Helpdesk and End-User Support Leadership

• Lead and coordinate daily IT helpdesk and end-user support operations across all sites.
• Supervise IT Helpdesk Technicians and support staff.
• Prioritize and assign support tickets based on urgency and business impact.
• Escalate complex issues to internal IT teams or external vendors when required.
• Ensure timely and professional resolution of user issues.

2. IT Service Desk Management

• Manage logging, tracking, escalation, and closure of IT incidents and service requests.
• Ensure accurate documentation of all support activities in the IT service management system.
• Monitor service desk performance metrics, response times, and ticket resolution rates.
• Identify recurring issues and recommend improvements.
• Prepare regular service desk performance reports.

3. End-User Computing and Technical Support

• Provide support for desktops, laptops, printers, mobile devices, and peripherals.
• Install, configure, and troubleshoot operating systems and business applications.
• Support Microsoft Windows, Microsoft 365, and company business systems.
• Manage user accounts, access rights, password resets, and Active Directory tasks.
• Support software deployments, upgrades, and system rollouts.

4. Site and Operational Technology Support

• Provide IT support across mine site, camp, and office environments.
• Support operational systems, communications tools, CCTV, and access control systems.
• Assist during shutdowns, maintenance periods, and system rollouts.
• Ensure minimal disruption to mining operations due to IT issues.

5. IT Asset and Inventory Management

• Maintain accurate records of IT assets and software licenses.
• Coordinate deployment, repair, replacement, and return of IT equipment.
• Monitor IT stock levels and ensure availability of critical equipment.
• Ensure proper tagging and tracking of IT assets.

6. User Training, Awareness, and Documentation

• Provide basic training and guidance to end-users on IT systems.
• Promote cybersecurity awareness and safe technology usage.
• Develop user manuals, guides, and knowledge base documentation.
• Support onboarding by preparing IT equipment and user access.

7. Vendor Coordination and Support Services

• Coordinate maintenance and repair services with external vendors.
• Monitor vendor performance and service quality.
• Support procurement and replacement of IT equipment and consumables.

8. Information Security, Compliance, and Improvement

• Ensure compliance with IT policies, procedures, and security standards.
• Support cybersecurity initiatives and endpoint protection systems.
• Identify and report security risks and incidents.
• Maintain confidentiality and integrity of company data.
• Support audits and compliance reviews.
• Contribute to continuous improvement of IT services.

9. Health, Safety, and Team Leadership

• Promote workplace safety and IT operational safety standards.
• Participate in safety meetings, risk assessments, and incident investigations.
• Coach and mentor IT support staff.
• Foster teamwork, accountability, and continuous improvement.
• Plan and organize daily IT support activities effectively.

Educational Qualification

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant certifications (Microsoft, CompTIA A+, Network+, ITIL Foundation) are an advantage.

Experience Requirements

• 5–7 years of experience in IT support, service desk, or end-user support roles.
• 2–3 years of experience in a supervisory or team lead position.
• Experience in mining, industrial, manufacturing, or remote environments is highly desirable.
• Experience with IT service management and ticketing systems.

Skills Required:

• Computer / Software / It / Data