Service Desk Agent – REF: JW399EX/2025 at Johannesburg Water

KEY RESPONSIBILITIES:

• Provide 1st line software support to end-users, e.g. MS Office and MS Windows operating systems. provide 1st line hardware support to end-users, e.g. basic hardware desktop configuration (connecting a keyboard, mouse, printer, etc).
• Log end-users requests for IT services and support into the IT Helpdesk system, Log calls to external system providers on behalf of JW, i.e. City of Johannesburg, Internet Service Provider, etc, Reset user passwords on Active Directory, Create and maintain user accounts on Active Directory. Reset user passwords on the SAP system. Provide IT helpdesk information (Stats) when required. Assist the IT Procurement officer with the purchasing of software and hardware for end users.
• Continuously monitor IT visual aid for IT system performance and failures eg TV screens displaying status, of LAN and WAP links etc. educate and monitor end users to ensure compliance to IT policies and procedures eg IT hardware and software policies, change management etc. Keep abreast of desktop refresh rollouts and notify end users of expected installation dates of hardware as per their RFQ`s.

JOB REQUIREMENTS: ESSENTIAL QUALIFICATIONS AND EXPERIENCE:

• Grade 12 (NQF4).
• Minimum 2 years’ experience working in an IT helpdesk environment.
• Working knowledge of Microsoft desktop operating systems (e.g. Windows XP, Vista and 7) and Microsoft Office suite.
• Good command of written and spoken English.