End User Support Analyst - Newmont Mining Corporation

Newmont is the world’s leading gold company and a producer of copper, silver, zinc and lead. The Company’s world-class portfolio of assets, prospects and talent is anchored in favorable mining jurisdictions in Africa, Australia, Latin America & Caribbean, North America, and Papua New Guinea. Newmont is the only gold producer listed in the S&P 500 Index and is widely recognized for its principled environmental, social and governance practices. The Company is an industry leader in value creation, supported by robust safety standards, superior execution and technical proficiency. Newmont was founded in 1921 and has been publicly traded since 1925.

At Newmont, people create the value in the metals we mine and are ambassadors in the communities where they live and work. As a team, we foster an environment in support of our people vision, where everyone belongs, thrives and is valued. We have built a diverse and inclusive workplace where our people can bring their differences to support delivering results together.

Our Africa operations employ approximately 5,900 employees and contractors, with the majority working at the Ahafo Mine. We offer an unparalleled blend of opportunity and career satisfaction with all the benefits you would expect from a global company. This, combined with our growth opportunities, makes Newmont a great company to work.

Our Akyem and Ahafo mines have made significant sustainable community development investments in our host communities. These include establishing Development Funds at our Akyem and Ahafo operational areas with each mine contributing US$1 per ounce of gold sold and 1% of net pre-tax annual profit into its community development fund.

Join us and unearth your potential in a global company that is at the forefront of shaping the future of the mining industry.

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Purpose

• 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.

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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.