Website Transnet
Transnet is a large South African state-owned freight transport and logistics company.
About Transnet
Transnet is a large South African state-owned freight transport and logistics company. It is a public company with the South African government as its sole shareholder, and is an integral part of the country’s freight logistics chain, delivering goods to South Africans and facilitating global trade. Africa’s largest freight rail operator, responsible for the rail transport of commodities like coal and iron ore, as well as general goods.
Application Summary
| Operating Division: | Transnet Rail Infrastructure Manager (TRIM) |
| Employee Group: | Non Permanent |
| Department: | TR-ICT-Governance, Risk, Compliance-PKT |
| Location: | Parktown |
| Reporting To: | Head: Governance, Risk, Compliance & Cyb |
| Grade: | FTMH2X |
Position Purpose
To provide first line ICT technical troubleshooting, support and resolving to client service request, analyse, diagnose and resolve client faults timeously with which may vary from straight forward to more complex service request/faults. Ensure clients satisfaction to the Transnet community nationally. Respond to large volumes of service request 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-ins (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 organisation). Render telephonic assistance to users by resolving an 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 application 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
- Qualifications & Experience Diploma (NQF6) in IT or equivalent Knowledge of Microsoft products Knowledge of an IT service management tool an advantage Microsoft A+ and N+ Advantageous 1 – 2 years of working experience or customer services experience. Standard Job Requirement Travel as required and approved
To apply for this job please visit transnettalentportal.csod.com.
