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.

ESCO Code

3512.1

NACE Code

62.2 - Computer consultancy and computer facilities management activities

Alternative Labels

IT help desk advisor

ICT service desk agent

ICT help desk advisor

IT help desk agent

IT support technician

ICT helpdesk agent

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

assist customers communicate with customers create solutions to problems guarantee customer satisfaction identify customer's needs keep task records keep up to date on product knowledge manage schedule of tasks prioritise requests provide ICT support provide customer follow-up services solve ICT system problems support ICT system users use ICT hardware use ICT ticketing system use customer relationship management software

Essential Knowledge

ICT system user requirements characteristics of products characteristics of services product comprehension

Optional Skills and Competences

answer incoming calls educate on data confidentiality handle helpdesk problems implement a virtual private network implement anti-virus software perform data analysis perform escalation procedure use e-services

Optional Knowledge

ICT help platforms ICT infrastructure information confidentiality knowledge base

Skills Group Share

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9

Status

released

Occupations