Advisor: Site Support

at  RIO Tinto

ADVISOR SITE SUPPORT

• Be part of a group that is safety driven and values inclusion.
• Join an encouraging leadership group, committed to your growth and development.
• This Hub role can be based in Johannesburg or in Richards Bay.

WHO WE ARE

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.
We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win and meet opportunities.

Finding better ways to provide the materials the world needs.
We are looking for an Advisor Site Support to ensure for the end to end IT services provided to end users to support Laptops/Desktops/Thin clients, Printers, mobile and desk phones, conferencing devices etc as well as providing support for client software and integration issues and requests. These services are provided across RBM CORP and OT centralized environments ensuring delivery to the agreed SLA’s/RACI’s and in alignment with PG and group-wide IS&T strategy, Cyber Security and Enterprise Architecture standards.

Reporting to the Manager: Site Operations and working in a collaborative community within the business, you will:

• Ensure a high level of availability of the services through pro-active support, updates and maintenance of IT services
• Own incident management and escalations to ensure these are resolved within SLA
• Support critical incidents including outside of business hours if required
• Identify, recommend, review and implement progress of ‘problem’ events based on regular ticket analysis
• Identify risks and provide mitigations
• Ensure processes applied across the End user Computing services are in line with PG and group wide IS&T strategy and IS&/OT service lines
• Accountability for Site Support outsourced resources and their daily activities and providing support and guidance
• Work with external third-party vendors/OEM’s to ensure required SLA’s are met. Report on relevant vendor performance and processes
• Provide input to relevant contract negotiations in conjunction with the contract managers
• Contribute to the IS&T customer service reputation by maintaining Service Level Agreements at their expected levels while keeping an ongoing focus on excellence and professionalism in all aspects of service support.
• Facilitate continuous improvements across operational services supporting the Co-commitment program