Position Purpose
The IT Support Analyst serves as a primary point of contact for end-users, providing technical support for information technology equipment across Transnet sites. Responsibilities include installing, diagnosing, repairing, and upgrading computer hardware and software. The role also involves disaster recovery, business continuity planning, business phone solutions, and security solutions to ensure optimal workstation performance. The IT Support Analyst is responsible for providing continuous and reliable desktop support to ensure smooth business operations and zero downtime. This includes supporting all aspects of the desktop environment, such as hardware, software, servers, printers, multimedia, networking, and video conferencing.

Position Outputs

• Ensure the uptime of network, internet, mail connectivity, and end-user access to reliable equipment.

• Utilize hardware and software tools to maintain efficient business operations.

• Provide support for end users’ access to servers and basic troubleshooting.

• Manage backups for user data across laptops, iPads, cellular devices, and small systems. Oversee backup tapes and off-site storage management when applicable.

• Assist with basic server configurations, including file sharing, printers, and other resources within the desktop support scope.

• Implement and maintain ICT security measures to ensure data protection and secure systems.

• Offer technical support by diagnosing and resolving software, hardware, network, in-house business application software, and server-related issues for end users.

• Procure repairs, maintenance, and replacements for ICT equipment to minimize downtime and maintain availability.

• Conduct quality assurance testing for new processes or systems, and perform research and development testing for new software and hardware to assess usability and benefits to Transnet.

• Distribute system downtime updates and ICT tips to assist end users with basic computing issues.

• Provide first-line support for network printers, non-network printers, and SAP printers. Manage printer cartridge replacements and stock replenishments.

• Set up, configure, and repair video conferencing equipment, boardroom technologies (e.g., projectors, microphones, teleconference devices, pointers), and digital signage systems.

• Install and configure hardware for special projects and training sessions for external clients.

• Ensure availability of LAN, WAN, WIFI, WWAN (3G), and APN for remote access on laptops, iPads, and cellular devices.

• Manage ICT-related minor projects for various business units, overseeing the full project life cycle.

• Provide first-line support for outsourced functions, including printers, networks, audio-visual systems, digital signage, video conferencing, and voice recording.

• Maintain and manage computer rooms and related equipment both physically and electronically.

• Update and maintain software license and hardware inventories.

• Monitor desktop capacity, including user disk usage and mailbox sizes, to ensure uninterrupted service.

• Oversee and monitor third-party staff working on ICT devices, escalating and liaising with suppliers as needed.

• Manage and control all ICT loan equipment.

Qualifications and Experience

• 3-year diploma in Information Systems, Computer Science, or related field (NQF 6/7).

• A+ Certification.

• N+ Certification.

• Minimum of 5 years of experience in desktop support with exposure to Lenovo, HP, Dell, Acer, or Asus PCs.

• ITIL Foundation Certification is advantageous.

• A valid driver’s license (code 08) and own transport are highly desirable.

• Occasional travel to other Transnet sites or across South Africa’s bordering countries may be required.

Competencies

• Strategic thinking and commercial awareness

• Innovation and problem-solving

• Leadership and talent management

• Effective business performance and delivery

• Excellent communication and collaboration skills

• Service-oriented with persuasive influence

• Strong governance and compliance knowledge

• Ability to manage and mitigate risks

• Emotional intelligence and personal drive

• Continuous learning and expertise application

Knowledge Required

• Hardware and software maintenance and troubleshooting

• Multi-device support (mobile devices, printers, tablets)

• ICT security protocols and systems management

Skills Required

• Strategic thinking with a long-term vision, connecting tactical solutions to broader goals

• Business-minded, understanding challenges and aligning IT solutions with business objectives

• Influencing across the organization without direct management control

• Strong analytical abilities to assess problems and propose solutions

• Facilitation skills to bring diverse perspectives together toward a common goal

• Proactive problem-solving and creative thinking for continuous improvement

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.