Desktop Support Analyst - Transnet

Position Purpose:

To provide a single point of contact for end-users to receive technical support of all information technology equipment within Head Office 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 of critical small systems and data servers.

To provide continual and reliable desktop support for all TPT users in the 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:

• 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.
• Ensure uptime of servers and critical systems running at HQ.
• Backup management of user data on laptops, IPADs, cellular devices and small systems. Management of backup tapes and off-site storage areas
• Maintain uptime and availability of storage servers.
• Maintaining and implementing ICT security measures.
• The provision of technical support service for TPT 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 TPT
• Distribution of system downtimes, ICT Tips within HQ to assist end-users with basic computing
• Install, configure and repair network printers, non-network printers, SAP printers for end-users and manage printer cartridge replacements and stock replenishments
• Setup, configure and repair video conferencing facilities, boardroom equipment (projectors, microphones, tele-conference devices, pointers) and digital signage connectivity issues at all HQ sites
• 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 in HQ— Full project
  life cycle
• First line support of all functions that are outsourced to third parties — Printers, networks, Audio visual, Digital Signage,
  VC, Voice recording
• Equipment and Computer room maintenance and management — Physical and Electronically
• Updating and maintaining of Software license and Hardware inventories
• Desktop capacity planning including monitoring of user disk usage on servers 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 & Experience:

• National Diploma in IT/Computer Science or related

Years of Experience with a formal qualification:

• Min 3 years exp relevant to the position applied for
• Added Advantage: N+ MCITP, CCNA, ITIL, A+

Number of years with certificates or no formal qualification:

• Min 5 years exp relevant to the position applied for

• Added Advantage: N+ MCITP, CCNA, ITIL, A+

Competencies:

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