Profession ict help desk manager

ICT help desk managers monitor the timely and delivery of technical support services to clients, whether they are internal clients working for the same company or external clients who have contracted technical support services. They plan and organise the user support actions and troubleshoot ICT problems and issues.

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Personality Type

  • Realistic / Investigative

Knowledge

  • 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.

  • Characteristics of services

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

  • Organisational structure

    Framework of the different departments within the organisation, as well its people, their roles and responsibilities.

  • Product comprehension

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

Skills

  • Keep up to date on product knowledge

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

  • 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.

  • 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.

  • Forecast workload

    Predict and define workload needed to be done in a certain amount of time, and the time it would take to perform these tasks.

  • 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.

  • Analyse staff capacity

    Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

  • Supervise data entry

    Supervise the entry of information such as addresses or names in a data storage and retrieval system via manual keying, electronic data transfer or by scanning.

  • Manage staff

    Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

  • Secure sensitive customer's information

    Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.

  • 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.

  • Educate on data confidentiality

    Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.

Optional knowledge and skills

coach employees train employees provide customer follow-up services ict help platforms prioritise requests manage schedule of tasks ict market use customer relationship management software perform project management ict quality policy ict process quality models call quality assurance management

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