Transnet IT Support Analysts serve as the primary technical support contact for end-users across Transnet sites, focusing on installing, diagnosing, repairing, and upgrading computer hardware and software, as well as supporting disaster recovery and business continuity solutions[1].
Their core duties include minimizing downtime and ensuring the smooth running of all business activities by providing reliable desktop and system support[3].
- System and Network Uptime: Maintain reliability of network, internet, email, user logon access, and technical equipment[1].
- Desktop and Hardware Support: Install, diagnose, repair, and upgrade computers and peripheral devices (e.g., printers, AV equipment)[1].
- Software and Application Support: Resolve issues related to software, business applications, and assist with installations or updates[1].
- End-User Assistance: Be the first point of contact for user queries, offering troubleshooting, basic server support, and account setups[1].
- Backup and Data Management: Oversee and manage backups for laptops, mobile devices, and other endpoints[1].
- ICT Security: Assist in implementing and maintaining IT security protocols[1].
- Project Support: Execute ICT-related projects, manage life cycles of small-scale initiatives[1].
- Asset and License Tracking: Maintain inventories of hardware and ensure software licensing compliance[1].
- Continuous Improvement: Test new solutions or systems, conduct R&D, and keep up-to-date with changes in technology[2].
This role may sometimes involve working shifts, managing urgent issues out-of-hours, and responding quickly to high-priority incidents[4]. Strong troubleshooting, communication, and technical documentation skills are crucial[1].