IT Support Analyst





Operating Division:Transnet Rail Infrastructure Manager (TRIM)


Employee Group:Non Permanent


Department:SP-ICT-Support Data Services-PKT


Location:City Deep


Reporting To:Snr Specialist: Contract & Assets Mngr


Grade:FTMH2X


Reference:req4754











The closing date is on . It is the responsibility of the applicant to ensure that HR has received the application before the closing date of the advertisement.



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 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 outsources 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
Qualifications & 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 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
Required:
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
Corporate Governance and Compliance
• Leading Good Governance
• Leading Safety Practices
• Leading Risk Management
Personal Mastery
• Resilience
• Learning and Applying Expertise
• Emotional Intelligence
• Vigour and Personal Drive
Knowledge required:
Hardware and Software Maintenance and troubleshooting Multi-device support (Mobile, printers, tablets)
Skills Required:
Strategic: The ability to think long term and big picture, and to connect tactical solutions to a long-term plan. Even individuals filling more operational roles will need to have a keen understanding of the strategy and how their work is connected to the bigger picture.
Business-minded: The ability to understand business challenges and opportunities, and to always seek to understand the business objective before looking for an IT solution.
Influencing: The ability to accomplish goals through influence across the enterprise, rather than direct line management control.
Credible: The ability to work credibly with senior and executive leaders.
Analytical: The ability to visualize problems, ask the right questions and find the right inputs.
Facilitation: The ability to bring together individuals with different perspectives and opinions, and drive toward a common goal.
Proactive: Individual who seek out solutions to issues without waiting to be told.
Creative: Individual who is always thinking of new ways to bring more insight and additional value to the business.


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.


Disclaimer
If you have not heard from Transnet within 90 days, please consider your application as unsuccessful.
Transnet, its employees or representatives never ask for a fee from job seekers. Any such requests are fraudulent. Please report any suspicious activities in this regard to the Transnet anti-fraud line on 0800 003 056 or email reportit@ethicshelpdesk.com