Service Desk Agent Job Opportunity at Johannesburg Water

Johannesburg Water, the largest water utility in the City of Johannesburg, is seeking to hire a Service Desk Agent for their IT department. This permanent position is based in Johannesburg, and it presents a fantastic opportunity for individuals with a passion for IT support, problem-solving, and customer service. If you are looking to advance your career in a dynamic, fast-paced environment, this could be the perfect role for you.

Position Overview:

The role of the Service Desk Agent at Johannesburg Water is primarily to provide first-line telephonic and electronic support to end-users. The Service Desk Agent will be responsible for scheduling internal IT resources in response to client requests for IT services and support. The successful candidate will be expected to offer assistance in both software and hardware-related issues, ensuring seamless operations within the organization’s IT infrastructure.

Key Responsibilities:

As a Service Desk Agent, your primary duties will revolve around delivering efficient IT support to the Johannesburg Water team. The following are some of the key responsibilities of the role:

1. First-Line Software Support:
   You will be expected to provide first-line software support to end-users, particularly for Microsoft Office and MS Windows operating systems. This will involve troubleshooting software-related issues and providing clear guidance on how to resolve them.
2. First-Line Hardware Support:
   Providing support for hardware issues is also part of the role. This could include simple desktop configurations, such as connecting a keyboard, mouse, printer, or other hardware devices. You’ll be expected to assist with basic setups and ensure the smooth operation of these devices.
3. Log End-User IT Requests:
   A key responsibility will be to log all end-user requests for IT services into the IT Helpdesk system. This includes requests for both software and hardware assistance. Efficient logging is vital to track and resolve issues in a timely manner.
4. External System Coordination:
   The Service Desk Agent will also be tasked with logging calls to external service providers on behalf of Johannesburg Water, such as City of Johannesburg or Internet Service Providers (ISPs). This coordination ensures that external issues are addressed promptly.
5. Active Directory and SAP System Management:
   The role involves resetting user passwords on Active Directory and creating/maintaining user accounts within the system. Additionally, you will be responsible for resetting user passwords within the SAP system as needed.
6. IT Helpdesk Reporting:
   You will be required to provide IT helpdesk statistics and performance reports when requested. Keeping track of the support services provided is crucial for evaluating the IT department’s performance.
7. Assisting IT Procurement:
   The Service Desk Agent will support the IT Procurement Officer in purchasing necessary hardware and software for end users. This role requires a solid understanding of IT products and services to make informed procurement decisions.
8. Monitoring IT System Performance:
   Regular monitoring of IT systems is an essential responsibility, including checking the visual aids that display LAN and WAP link statuses on TV screens. Identifying system performance issues early on will help prevent downtime.
9. Educating End Users:
   The role also includes educating and guiding end users to ensure compliance with IT policies and procedures. You will be responsible for ensuring that employees follow IT hardware and software policies and change management guidelines.
10. Desktop Refresh Rollouts:
    The Service Desk Agent will keep track of desktop refresh rollouts and inform end-users of scheduled hardware installations. Clear communication with users regarding expected installation dates is essential.

Essential Qualifications and Experience:

To qualify for the position, candidates must meet the following minimum qualifications and experience requirements:

• Educational Qualifications: A Grade 12 (NQF Level 4) qualification is essential.
• Experience: A minimum of 2 years’ experience in an IT helpdesk environment is required. This experience must involve providing support for desktop systems and troubleshooting common IT issues.
• Technical Knowledge: Working knowledge of Microsoft desktop operating systems (including versions such as Windows XP, Vista, and 7) is essential. Additionally, proficiency in the Microsoft Office suite is expected.
• Communication Skills: A good command of both written and spoken English is crucial for effective communication with end-users and other stakeholders within Johannesburg Water.

Remuneration:

The basic salary for the position is R304,116 per annum, which offers a competitive wage for those entering or advancing in the IT helpdesk field.

How to Apply:

Interested candidates can apply directly for the Service Desk Agent position via the application link provided. The closing date for applications is June 23, 2025. Please make sure to submit your application before the deadline to be considered for this opportunity.

For detailed application instructions and to apply, click on the link below:

• Apply for the Service Desk Agent Position at Johannesburg Water

Why Work at Johannesburg Water?

Johannesburg Water is known for its commitment to delivering high-quality water services to the residents of Johannesburg. By working in this position, you will contribute directly to the smooth operation of one of the most critical services in the city. The IT department plays a key role in ensuring the reliability and efficiency of the organization, making this an excellent career opportunity for those looking to grow within the public service sector.

Furthermore, Johannesburg Water offers employees a positive and dynamic work environment that fosters growth, learning, and development.

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The Service Desk Agent position at Johannesburg Water is an excellent opportunity for candidates with the right skills and experience in IT support. The role offers a stable, permanent position with competitive remuneration, making it an attractive career choice for individuals looking to enter or grow within the IT sector.

If you meet the qualifications and experience requirements, don’t hesitate—apply today and take the next step in your IT career with Johannesburg Water.