TRANSNET VACANCIES

​SERVICE DESK ANALYST
Operating Division: Transnet Corporate Centre
Employee Group: Non-Permanent
Department: Enterprise Technology & PMO
Location: Johannesburg
Reporting To: Executive Manager
Grade: FTMH2X
Reference: req2636
 
The closing date is on 28/01/2025. 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 first line ICT technical troubleshooting, support and resolution
requests. Analyse, diagnose and resolve client faults timeously with which may vary from
straight forward to more complex service requests/faults. Ensure client satisfaction to the
Transnet community nationally. Respond to large volumes of service requests within
acceptable norms whilst also ensuring a high degree of client satisfaction.
 
Position Outputs
Identify, diagnose, and troubleshoot reported issues on 1st Level Basis Acknowledge, resolve, and cascade reported service requests timeously Verify, investigate, and provide first time resolution (where applicable) on Transnet deployed applications (e.g. ITSM tolls challenges). Accept user faults and requests (telephonically, email, self-service, and walk- (where applicable)) Determine the type of ticket, prioritise and assign to relevant function, support group or service provider (as per approved process or work instruction) and issue a ticket reference number/s
Contribute to administration of help and service desk processes and procedures, management of documents versions, standby documentation and service request forms. Maintain (verifying user information while logging a ticket) user information captured in the tool in line with legislation (POPIA) as per approved process. To provide a single point of contact for end-users (log, and record tickets to the Service Desk tool currently in use by the organization Render telephonic assistance to users by resolving any pertinent desktop issues e.g MS Office Applications, File, Internet Access, Network Connectivity etc
Acknowledge, record, and categorise reported issues with providing solutions and where necessary cascade to 2nd Level Support To provide first level support on devices and applications deployed in the Transnet environment (installing, diagnosing, repairing and upgrading) Contribute to the improvement of processes pertaining to the service desk and first level support initiatives
 
Qualifications and Experience
Diploma (NQF 6) In IT Knowledge of Microsoft products Knowledge of an IT Service Management tool an advantage Microsoft A+ and N+ Advantageous 2 - 3 Years of working experience in a customer service-oriented environment
 
Competencies
• Analytical Thinking • Attention to Detail • Communication • Coping under pressure • Decision Making • Innovative • Networking • Planning and Organising • Problem Solving • Relationship Building • Results Orientation
 
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.
 
APPLY NOW

​IT SUPPORT ANALYST
Operating Division: Transnet Corporate Centre
Employee Group: Non-Permanent
Department: Enterprise Technology & PMO
Location: Johannesburg
Reporting To: Executive Manager
Grade: FTMH2X
Reference: req2635
 
The closing date is on 28/01/2025. 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 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
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
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
 
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.
 
APPLY NOW