ICT help desk manager

ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.

Alternative Labels

ICT helpdesk manager

ICT help desk managers

ICT helpdesk managers

ICT service desk manager

IT helpdesk manager

IT help desk manager

software support manager

technical support manager

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

analyse staff capacity communicate with customers create solutions to problems educate on data confidentiality forecast workload keep up to date on product knowledge manage staff provide ICT support secure sensitive customer's information supervise data entry use ICT ticketing system

Essential Knowledge

characteristics of products characteristics of services organisational structure product comprehension

Optional Skills and Competences

coach employees manage schedule of tasks perform project management prioritise requests provide customer follow-up services train employees use customer relationship management software

Optional Knowledge

ICT help platforms ICT market ICT process quality models ICT quality policy call quality assurance management

Concept URI

Concept Uri

http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca

Status

released

Occupations