Profession 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.

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Personality Type

  • Realistic / Investigative

Knowledge

  • ICT system user requirements

    The process intended to match user and organisation's needs with system components and services, by taking into consideration the available technologies and the techniques required to elicit and specify requirements, interrogating users to establish symptoms of problem and analysing symptoms.

  • Product comprehension

    The offered products, their functionalities, properties and legal and regulatory requirements.

  • Characteristics of services

    The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

  • Characteristics of products

    The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

Skills

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Keep task records

    Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.

  • Identify customer's needs

    Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

  • Solve ICT system problems

    Identify potential component malfunctions. Monitor, document and communicate about incidents. Deploy appropriate resources with minimal outage and deploy appropriate diagnostic tools.

  • Assist customers

    Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.

  • Use ICT ticketing system

    Utilise a specialised system to track registration, processing and resolution of issues in an organisation by assigning each of these issues a ticket, registering inputs from involved persons, tracking changes and displaying the status of the ticket, until it is completed.

  • Provide ICT support

    Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.

  • Communicate with customers

    Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

  • Provide customer follow-up services

    Register, follow-up, solve and respond to customer requests, complaints and after-sales services.

  • Support ICT system users

    Communicate with end users, instruct them on how to progress with tasks, use ICT support tools and methods to solve problems and identify possible side effects and provide solutions.

  • Prioritise requests

    Prioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.

  • Keep up to date on product knowledge

    Gather the latest information on developments related to the existing or supported products, methods or techniques.

  • Manage schedule of tasks

    Maintain an overview of all the incoming tasks in order to prioritise the tasks, plan their execution, and integrate new tasks as they present themselves.

  • Guarantee customer satisfaction

    Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

  • Use customer relationship management software

    Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.

Optional knowledge and skills

information confidentiality perform data analysis ict infrastructure educate on data confidentiality answer incoming calls handle helpdesk problems perform escalation procedure ict help platforms