IT Support Analyst - Transnet Corporate Centre

Position Purpose

To provide a single point of contact for end-users to receive technical support of information technology equipment at the Transnet sites that he/she will be supporting, by installing, diagnosing, repairing, and upgrading all computer hardware and software as well as disaster recovery, business continuity planning, business phone solutions and security solutions to ensure optimal workstation performance. To provide continual and reliable desktop support for all Transnet users so that all the required business activities can continue functioning.

This includes all facets of the Desktop environment to achieve no downtime and zero callbacks. Moreover, the functions of this position have become multi-functional Desktop Engineers supporting hardware, software, servers, printers, multimedia, networking and mobility and video conferencing.

Position Outputs

• Ensure uptime of network, internet, mail connectivity, end-user logon access and reliability of equipment used.
• Using hardware and software tools effectively to ensure efficient business processes.
• Supporting end users' access to servers and basic troubleshooting.
• Backup management of user data on laptops, IPADs, cellular devices and small systems. Management of backup tapes and off-site storage areas (if applicable) 
• Assisting with basic server configurations, particularly around file sharing, printers, or other resources that are part of the desktop support technician’s scope
• Maintaining and implementing ICT security measures.
• The provision of technical support service for Transnet end users by analysing, diagnosing and resolving simple and complicated software/ hardware/ network/ in-house business application software/ server problems and issues that clients experience.
• To procure repairs and maintenance and replacement of ICT equipment and goods and services to ensure a reduced downtime by ensuring availability of equipment.
• Direct quality assurance testing of new processes or systems and Research and Development testing of new software and hardware to check usability and benefits to Transnet.
• Distribution of system downtimes, ICT Tips to assist end-users with basic computing
• First-line support of network printers, non-network printers, and SAP printers for end-users and managing printer cartridge replacements and stock replenishments
• Setup, configure and repair video conferencing facilities, boardroom equipment (projectors, microphones, teleconference devices, pointers) and digital signage connectivity issues as required
• Install and configure equipment and external Client's hardware for special projects and training sessions
• Ensure availability of LAN, WAN, WIFI, WWAN (3G) and APN for remote access on laptops, IPADs, cellular devices
• Project Management — The execution of ICT-related minor works projects for various business units as required— Full project life cycle
• First-line support of all functions that are outsourced to third parties — Printers, networks, Audiovisual, Digital Signage, VC, Voice recording
• Equipment and Computer room maintenance and management — Physical and Electronic, as required
• Updating and maintaining of Software license and Hardware inventories
• Desktop capacity planning including monitoring of user disk usage - and mailbox sizes to ensure availability of services.
• Management and monitoring of all Third-Party staff while working on devices in the ICT environment — escalation and liaison with suppliers
• Management and control of all ICT loan equipment
• Provide multifunctional desktop support in terms of hardware, software, servers, printers, multimedia, networking and mobility

Qualifications and Experience

• 3 Year Diploma
• Relevant National/Advanced Diploma (NQF 6/7) in Information Systems, Computer Science or related field
• A+ Certification
• N+ Certification Minimum Years Relevant Experience:
• 5 Years’ experience with exposure to Desktop support supporting Lenovo, HP, Dell, Acer, or Asus PCs
• ITIL Foundation Certification would be advantageous Standard Job Requirements
• Driver’s license code 08 and own transport are highly desirable
• May be required to travel to other Transnet sites
• May be required to undertake travel outside of the Republic of South Africa to bordering countries from time to time

Competencies

• Strategy & Sustainability
• Strategic Thinking
• Commercial Awareness
• Innovating Inspirational Leadership
• Inspiring People
• Managing Talent
• Leading Change
• Embracing Change Business Performance & Delivery
• Lead Business Performance
• Strategic Decision Making
• Business Acumen
• Analysing Relationship Management
• Communicating Effectively
• Collaborating and Networks
• Service Oriented
• Persuading and Influencing