Lead IT End-User Support & Helpdesk Officer

Location/Duty Station: Benishangul Gumuz, Asosa Zone, Kurmuk Woreda Project Site
Roster: Fly-In/Fly-Out (6 Weeks On / 2 Weeks Off)
Company: Kurmuk Gold Mine PLC (KGM), a subsidiary of Allied Gold Corp
Employment Type: Full-Time | Site-Based

The Role 

The Lead IT End-User Support & Helpdesk Officer is responsible for leading the delivery of first line and second-line IT support services across the mining operation, camp facilities, and Addis office. The role ensures the effective resolution of user incidents, service requests, hardware and software issues, and technology-related problems while maintaining high levels of customer service and operational continuity.

The incumbent serves as the primary point of coordination for end-user support activities, supervises helpdesk operations, provides technical guidance to IT support personnel, and ensures IT services effectively support safe, reliable, and productive mining operations.

Main Duty and  Responsibilities

1. Helpdesk and End-User Support Leadership

• Lead and coordinate day-to-day IT helpdesk and end-user support activities across the mine site, camp facilities, and office locations.
• Supervise and support IT Helpdesk Technicians and End-User Support personnel to ensure effective service delivery.
• Allocate, prioritize, and monitor support tickets based on business impact, urgency, and operational requirements.
• Escalate complex technical issues to relevant internal IT specialists, third-party service providers, or vendors as required.
• Promote a customer-focused service culture and ensure end-users receive timely and professional support.

2. IT Service Desk Management

• Manage the logging, tracking, escalation, resolution, and closure of IT incidents and service requests.
• Ensure all incidents, service requests, resolutions, and recurring issues are accurately documented in the IT service management system.
• Monitor service desk performance metrics, ticket volumes, and response times to ensure compliance with service level expectations.
• Identify recurring issues and trends, and recommend corrective actions or service improvements.
• Prepare daily, weekly, and monthly service desk performance reports.

3. End-User Computing and Technical Support

• Provide technical support for desktops, laptops, printers, mobile devices, peripherals, and end-user software applications.
• Install, configure, maintain, and troubleshoot end-user hardware, operating systems, and business applications.
• Support Microsoft Windows operating systems, Microsoft 365, productivity tools, and company business systems.
• Manage user accounts, permissions, access requests, password resets, and basic Active Directory administration.
• Support software deployments, upgrades, patching, and end-user system rollouts.

4. Site and Operational Technology Support

• Provide IT support to mine site users, camp personnel, and office-based employees across multiple locations.
• Support mining-related business systems and operational applications used within the site environment.
• Assist with support for communications systems, CCTV, access control systems, printers, and other site technologies as required.
• Coordinate support activities during shutdowns, planned maintenance periods, operational disruptions, and system rollouts.
• Ensure IT support services contribute to operational continuity and minimal disruption to mining activities.

5. IT Asset and Inventory Management

• Maintain accurate records of end-user computing equipment, software licenses, and IT assets.
• Coordinate hardware deployment, replacement, repairs, returns, and warranty claims.
• Monitor stock levels of IT equipment, accessories, and consumables to ensure support readiness.
• Ensure IT assets are properly tagged, tracked, and recorded in the asset management system.

6. User Training, Awareness, and Documentation

• Provide end-user guidance and basic training on IT systems, applications, and good computing practices.
• Promote cyber security awareness and safe use of company technology resources.
• Develop and maintain user guides, support documentation, and knowledge base articles.
• Support onboarding activities by preparing and issuing IT equipment and user access for new employees.

7. Vendor Coordination and Technical Support Services

• Coordinate equipment repairs, maintenance, and service requests with vendors and external service providers.
• Monitor vendor performance and service quality to ensure expected service standards are met.
• Support the procurement and replacement process for IT equipment and consumables as required.

8. Information Security, Compliance, and Operational Excellence

• Ensure compliance with company IT policies, procedures, standards, and security requirements.
• Support cyber security initiatives, user access management, and endpoint protection processes.
• Identify, report, and escalate information security risks, incidents, and vulnerabilities.
• Maintain confidentiality and integrity of company information, systems, and user data.
• Support internal audits, compliance reviews, and documentation requirements.
• Contribute to continuous improvement initiatives that enhance IT service delivery, user satisfaction, and operational efficiency.

9. Health, Safety, Team Leadership, and Operational Support

• Promote and demonstrate Allied Gold’s Safety Vision and Values in all IT activities.
• Ensure IT work practices comply with all health, safety, environmental, and site security requirements.
• Participate in safety meetings, risk assessments, incident investigations, and workplace inspections as required.
• Ensure team members are trained in safe work practices and that IT activities do not compromise operational safety or productivity.
• Coach, mentor, and support the development of helpdesk and end-user support personnel.
• Foster teamwork, accountability, collaboration, and continuous improvement within the IT support team.
• Plan and organize daily and weekly support activities to ensure efficient use of time, tools, and available resources.