What skills does a ICT help desk agent need?

A ICT help desk agent needs 19 essential skills including characteristics of products, ICT system user requirements, product comprehension, characteristics of services, guarantee customer satisfaction. Core competencies include .

Will AI replace ICT help desk agent jobs?

The AI disruption score for ICT help desk agent is 80/100 (very high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

Infocomm TechnologyInformation and communications techniciansISCO 3512

ICT help desk agent

ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (19)

characteristics of productscharacteristics of productsThe tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.ICT system user requirementsICT system user requirementsThe process intended to match user and organisation's needs with system components and services, by taking into consideration the available technologies and the techniques required to elicit and speci...product comprehensionproduct comprehensionThe offered products, their functionalities, properties and legal and regulatory requirements.characteristics of servicescharacteristics of servicesThe characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.keep up to date on product knowledgekeep up to date on product knowledgeGather the latest information on developments related to the existing or supported products, methods or techniques.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...communicate with customerscommunicate with customersRespond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.manage schedule of tasksmanage schedule of tasksMaintain an overview of all the incoming tasks in order to prioritise the tasks, plan their execution, and integrate new tasks as they present themselves.keep task recordskeep task recordsOrganise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.use ICT ticketing systemuse ICT ticketing systemUtilise a specialised system to track registration, processing and resolution of issues in an organisation by assigning each of these issues a ticket, registering inputs from involved persons, trackin...use ICT hardwareuse ICT hardwareAbility to use equipment such as monitor, mouse, keyboard, storage devices, printers, scanners etc to perform operations such as plugging in, starting up, shutting down, rebooting, saving files and ot...identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.use customer relationship management softwareuse customer relationship management softwareUse specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase t...solve ICT system problemssolve ICT system problemsIdentify potential component malfunctions. Monitor, document and communicate about incidents. Deploy appropriate resources with minimal outage and deploy appropriate diagnostic tools.provide ICT supportprovide ICT supportResolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.support ICT system userssupport ICT system usersCommunicate with end users, instruct them on how to progress with tasks, use ICT support tools and methods to solve problems and identify possible side effects and provide solutions.provide customer follow-up servicesprovide customer follow-up servicesRegister, follow-up, solve and respond to customer requests, complaints and after-sales services.prioritise requestsprioritise requestsPrioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.

Optional (12)

knowledge baseknowledge baseAn online library that contains information about a product or service to help customers finding answers to their queries.ICT help platformsICT help platformsThe platforms for delivering help systems for operating systems.information confidentialityinformation confidentialityThe mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with ...ICT infrastructureICT infrastructureThe system, network, hardware and software applications and components, as well as devices and processes that are used in order to develop, test, deliver, monitor, control or support ICT services.handle helpdesk problemshandle helpdesk problemsInvestigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.use e-servicesuse e-servicesParticipate in society through the use of public and private digital services. Seek opportunities for self-empowerment and for participatory citizenship through appropriate digital technologies.perform data analysisperform data analysisCollect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.answer incoming callsanswer incoming callsRespond to customers' inquiries and provide customers with appropriate information.educate on data confidentialityeducate on data confidentialityShare information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.perform escalation procedureperform escalation procedureAssess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.implement a virtual private networkimplement a virtual private networkCreate an encrypted connection between private networks, such as different local networks of a company, over the internet to ensure that only authorized users can access it and that the data cannot be...implement anti-virus softwareimplement anti-virus softwareDownload, install and update software to prevent, detect and remove malicious software, such as computer viruses.