Officer, Desktop Support
First Quantum Minerals
Panama City
hace 4 días

General Role Purpose (brief description of this job)

The Officer Desktop Support role is to ensure proper documentation, visibility and reporting allowing the leadership to have a grand view of the day-to-day operations.

This includes KPI monitoring, documenting known issues, creating reports based on it equipment management (Physical or virtual) among others.

Qualifications (required for job) & Knowledge & Experience

High School diploma with 5-year computer related experience, preferably in highly demanding Service Desk environments.

Tertiary Education completed, preferable related with Information Technology.

Core Specific Responsibilities & Expected Deliverables

  • Manage incoming Service Desk Plus help requests from end users via both telephone and e-mail in a courteous manner.
  • Ensure that all processes created by the ICT leaders are used by the service desk and support Team using reports and KPIs.
  • Consistently audit, ongoing processes like Asset, and licensing management,
  • Ensure that ongoing routines are being performed in accordance with company guidelines. (Daily checks, proper ticket handling etc.)
  • Ensure quality and documentation of all pertinent end user identification information, including name, department, contact information, asset, and nature of problem or issue.
  • Audit closed tickets and ticket surveys to provide a holistic report and assure that tickets have been adequately resolved.
  • Develop help sheets and frequently asked questions lists for end users.
  • Act as deputy for SD Supervisor in his absence.

    Perform any other duties as assigned.

    Behavioral Traits / Personal Characteristics

    Good understanding of the organization’s goals and objectives.

    Exceptional written and oral communication skills.

    Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

    Strong documentation skills.

    Ability to conduct research into a wide range of computing issues as required.

    Ability to absorb and retain information quickly.

    Ability to present ideas in user-friendly language.

    Highly self-motivated and directed.

    Keen attention to detail.

    Proven analytical and problem-solving abilities.

    Ability to effectively prioritize and execute tasks in a high-pressure environment.

    Exceptional customer service orientation.

    Experience working in a team-oriented, collaborative environment

    Capacity to generate reports.

    Bolder : Flexible, versatile, and prepared to take on challenges as needed.

    Smarter : always looks for efficiencies and better ways of doing things

    Driven : Sets high standards, is motivated and determined.

    Together : communicates well with peers and understand others views.

    Operational Requirements

    Cobre Panama is a remote site. This position is based on-site and will be focusing on driving and delivering operational accountability and ownership across various units at Cobre Panama site.

    Rosters and working hours may vary depending on the business requirements.

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