IT SERVICE DESK AGENT- REF: ISDA-JW354/2021

Job Overview

IT SERVICE DESK AGENT- REF: ISDA-JW354/2021

REMUNERATION: R254 316 BASIC SALARY PER ANNUM

PURPOSE
Provide 1st line telephonic and electronic support as well as schedule internal IT resources to client requests for IT services and support.

KEY RESPONSIBILITIES

Provide 1st line hardware support to end-users, e.g. basic hardware desktop configuration (connecting a keyboard, mouse, printer). Log end-users requests for IT services and support into the IT Helpdesk system. Log calls to external system providers on behalf of Johannesburg Water i.e. City of Johannesburg, Internet Service Provider. Reset user passwords on Active Directory. Create and maintain user accounts on Active Directory. Reset user passwords on the SAP system. Identify problems to ensure that the right IT resources are assigned for the resolution of the problem(s). Diagnose and determine the root cause of a problem by applying a question elimination methodology. Monitor progress of incidents and communicate with end-users to ensure resolution of logged issues or problems. Communicate IT system problems and failures to end-users to promote an informed user base, diary. Prioritize end-user calls and complaints in an efficient manner in the event of infrastructure or system failure. Promptly notify IT Managers of end-user problems that can potentially escalate to a higher severity (priority) level. Continually communicate with the IT Desktop and Infrastructure teams to be aware and keep abreast of system activities that may impact end-users. Follow-up with IT staff and end-users on end-user call status and progress of resolution. Adhere to departmental policies and procedures. Communicate to the IT Helpdesk Coordinator on re-occurring end-user problems. Liaise with the IT Helpdesk Co-ordinator on improvement to support systems based. Educate and monitor end-users to ensure comply compliance to IT policies and procedures; e.g. IT Hardware and Software policies, Change Management.

JOB REQUIREMENTS

Essential qualifications and experience:

  •  Grade 12 (NQF 4)
  • 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.

Please forward your CV and qualifications to: Email: jw.informationtechnology@jwater.co.za quoting the relevant reference number and job title in the subject line of your correspondence

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