Hierarchy view
ICT help desk agent
Description
Code
3512.1
Description
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.
Alternative Labels
ICT help desk advisor
ICT helpdesk agent
ICT service desk agent
IT help desk advisor
IT help desk agent
IT support technician
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:
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
Optional Skills and Competences
Optional Knowledge
Skills & Competences
Concept URI
Status
released
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