End User Support Analyst

Job Description

urpose

Responsible for reliable technology support for users at Newmont’s 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

Participate in the team responsible for the first physical technology support touchpoint when Newmont Personnel, Visitors and Contractors experience issues or have minor requests associated with their technology products and programs on site.
Manage a 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, provide 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.
Participate as directed in regionally run projects that require a site technology touch.
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 (this is key for remote mining site locations).
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’s security and technology standards in 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 adhere to Newmont’s Health, Safety Security and Environment Policies, Standards and Procedures.
Participate in 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.

Training & Experience

Formal Qualification (including Professional Registrations):

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

Experience

Minimum of 5 years’ 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

Demonstrated 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.
Strong mix of business, functional, and technical skills.

Behavioural Attributes

Good listener.
Self-motivated.
Team player.
Technically inclined.

Working Conditions

The position is located at the Accra regional office.
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 Driver License (Class B or higher).
Flexible hours as required to accommodate site technology or project requirements.

We understand no candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Our business success comes from the accomplishments and well-being of our employees and contractors. Our goal is to build a workplace culture that fosters leaders and allows every person to thrive, contribute, and grow. We are committed to selecting and developing our employees, and to establishing a work environment where everyone can take an active part in reaching our strategic goals while feeling a sense of pride in working at Newmont.

Newmont seeks to recruit, hire, place and promote qualified applicants, meaning applicants who meet the minimum requirements of the position, without regard to personal characteristics such as gender, race, nationality, ethnic, social and indigenous origin, religion or belief, disability, age or sexual orientation or any other characteristic protected by applicable law. As part of our diversity efforts. females are encouraged to apply.

NOTE: Newmont does not ask for or require job applicants to pay money to apply or be considered for employment with the Company. In addition, Newmont does not ask potential job candidates to provide sensitive personal data without first submitting a job application through our secure, online portal, and only as requested for legitimate business purposes. If you are asked to provide money or sensitive personal data through any other means, do not respond and please report this immediately to it.sec@newmont.com .