ICT help desk manager (EN)
ISCO 3512 · v1.2.1
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.
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Source aliases (EN)
- ICT help desk managers
- IT helpdesk manager
- ICT service desk manager
- software support manager
- ICT helpdesk manager
- IT help desk manager
- ICT helpdesk managers
- technical support manager
Skills and knowledge
Essential (EN) · 16
- keep up to date on product knowledge
- create solutions to problems
- communicate with customers
- characteristics of products
- manage staff
- use ICT ticketing system
- use ICT hardware
- educate on data confidentiality
- forecast workload
- provide ICT support
- organisational structure
- analyse staff capacity
- product comprehension
- secure sensitive customer's information
- supervise data entry
- characteristics of services
Optional (EN) · 12
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