Desktop Support Analyst- FTC at Transnet

Position Purpose

• To provide a single point of contact for end-users to receive technical support of information technology equipment at the TPL 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 of critical small systems and data servers. To provide continual and reliable desktop support for all TPL 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 or the sites. 
• 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 TPL 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 TPL 
• Distribution of system downtimes, ICT Tips 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 and Experience

Qualifications & Experience:  

• 3 Year ICT Diploma.  A+ Certification  N+ Certificaton Minimum Years Relevant Experience:  5 Years’ experience with exposure to Desktop support

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