IT Support Analyst

Job Description

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 in order that all the required business activities can continue functioning. This includes all facets of the Desktop environment in order to achieve no downtime and zero call backs. 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

1. Ensure uptime of network, internet, mail connectivity, end user logon access and reliability of equipment used.
2. Using hardware and software tools effectively to ensure efficient business processes.
3. Supporting end users' access to servers and basic troubleshooting.
4. Backup management of user data on laptops, IPADs, cellular devices and small systems. Management of backup tapes and off-site storage areas (if applicable).
5. Assisting with basic server configurations, particularly around file sharing, printers, or other resources that are part of the desktop support technician’s scope.
6. Maintaining and implementing ICT security measures.
7. 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.
8. To procure repairs and maintenance and replacement of ICT equipment and goods and services to ensure a reduced downtime by ensuring availability of equipment.
9. 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.
10. Distribution of system downtimes, ICT Tips to assist end-users with basic computing.
11. First line support of network printers, non-network printers, SAP printers for end-users and manage printer cartridge replacements and stock replenishments.
12. Setup, configure and repair video conferencing facilities, boardroom equipment (projectors, microphones, tele-conference devices, pointers) and digital signage connectivity issues as required.
13. Install and configure equipment and external Client's hardware for special projects and training sessions.
14. Ensure availability of LAN, WAN, WIFI, WWAN (3G) and APN for remote access on laptops, IPADs, cellular devices.
15. Project Management — The execution of ICT related minor works projects for various business units as required— Full project life cycle.
16. First line support of all functions that are outsourced to third parties — Printers, networks, Audio visual, Digital Signage, VC, Voice recording.
17. Equipment and Computer room maintenance and management — Physical and Electronically, as required.
18. Updating and maintaining of Software license and Hardware inventories.
19. Desktop capacity planning including monitoring of user disk usage - and mailbox sizes to ensure availability of services.
20. Management and monitoring of all Third-Party staff while working on devices in the ICT environment — escalation and liaison with suppliers.
21. Management and control of all ICT loan equipment.
22. Provide multifunctional desktop support in terms of hardware, software, servers, printers, multimedia, networking and mobility.

Qualifications and Experience

1. 3 Year Diploma
2. Relevant National/Advanced Diploma (NQF 6/7) in Information Systems, Computer Science or related field.
3. A+ Certification.
4. N+ Certification.
5. 5 Years’ experience with exposure to Desktop support supporting Lenovo, HP, Dell, Acer, or Asus PCs.
6. ITIL Foundation Certification would be advantageous.

Standard Job Requirements

1. Driver’s license code 08 and own transport highly desirable.
2. May be required to travel to other Transnet sites.
3. May be required to undertake travel outside of the Republic of South Africa to bordering countries from time to time.

Competencies

1. Strategic Thinking
2. Commercial Awareness
3. Innovating Inspirational Leadership
4. Inspiring People
5. Managing Talent
6. Leading Change
7. Embracing Change
8. Lead Business Performance
9. Strategic Decision Making
10. Business Acumen
11. Analysing Relationship Management
12. Communicating Effectively
13. Collaborating and Networks
14. Service Oriented
15. Persuading and Influencing
16. Leading Good Governance
17. Leading Safety Practices
18. Leading Risk Management
19. Resilience
20. Learning and Applying Expertise
21. Emotional Intelligence
22. Vigour and Personal Drive

Equity Statement

Preference will be given to suitably qualified Applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating Division.