Officer - IT Customer Support Officer

At Orica, it's the power of our people that leads to change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse team of more than 13,000 across the world. 

It's an exciting time to join us – we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work. 

GroundProbe is a key part of Orica's Geosolutions business within the Digital Solutions vertical. By combining cutting-edge radar technologies with advanced digital insights, GroundProbe helps customers monitor, manage, and respond to geotechnical risks in real time, driving safer, smarter, and more sustainable mining and infrastructure operations worldwide. 

The Service Desk Officer supports administration of incidents and service requests to ensure continuity, security and the stability of IT services to the Groundprobe Brazil business unit. 

Key Accountabilities

• Provides first-line technical support within assigned zones, ensuring timely and effective resolution of customer issues.
• Logs service requests/incidents and resolves them promptly.
• Supports customers as directed by the IT Manager and maintains follow-up on outstanding tickets.
• Handles ad-hoc service status and information requests.
• Manages service reporting tools, generates reports, and maintains distribution lists.
• Escalates major incidents/problems to the IT Manager.
• Keeps accurate records of resolutions for traceability and analysis.
• Follows service desk procedures and SLAs to ensure consistent support standards.
• Monitors performance data to track progress against SLAs.
• Maintains strong customer focus, prioritizing urgent issues and clear communication.
• Contributes to the knowledge base by updating and validating articles.
• Collaborates effectively to meet team objectives. 

- With tertiary or technical qualification - up to 2 years' experience post qualification. 

- Without formal qualifications - up to 10 years of service desk experience 

- Technical knowledge of operating systems, networks, servers, programming languages, and knowledge in an Microsoft centric environment (eg: Office 365, Active Directory)  

- Proficiency in English is required for this role.  

Ideally, tertiary qualifications in Computing with a focus on end user computing and infrastructure (networking and servers).

* Demonstrates courage, resilience and flexibility

* Strong reputation for integrity, ethics, personal values and solid character 

* Solid interpersonal & communication skills

* Self-aware and open to feedback 

* Work effectively across teams

* Able to work independently with only targeted supervision

* Productive without compromising quality  

* Highly reliable and motivated to excel

 

As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills. 

You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.

Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone's contributions. All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.