ICT help desk agent (EN)
ISCO 3512 · v1.2.1
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.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- IT help desk advisor
- ICT service desk agent
- ICT help desk advisor
- IT help desk agent
- IT support technician
- ICT helpdesk agent
Skills and knowledge
Essential (EN) · 20
- guarantee customer satisfaction
- keep up to date on product knowledge
- create solutions to problems
- communicate with customers
- manage schedule of tasks
- characteristics of products
- keep task records
- assist customers
- use ICT ticketing system
- use ICT hardware
- identify customer's needs
- use customer relationship management software
- solve ICT system problems
- provide ICT support
- ICT system user requirements
- product comprehension
- support ICT system users
- provide customer follow-up services
- prioritise requests
- characteristics of services
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