ISCO Occupation Group 3512.1 Ict Help Desk Agent
From Open Risk Manual
Definition
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.
Essential Skills
- Product Comprehension
- Characteristics Of Products
- Keep Task Records
- Prioritise Requests
- Identify Customer'S Needs
- Provide Ict Support
- Create Solutions To Problems
- Use Customer Relationship Management Software
- Guarantee Customer Satisfaction
- Characteristics Of Services
- Assist Customers
- Use Ict Ticketing System
- Keep Up To Date On Product Knowledge
- Support Ict System Users
- Solve Ict System Problems
- Provide Customer Follow-Up Services
- Manage Schedule Of Tasks
- Communicate With Customers
- Ict System User Requirements
Optional Skills
- Perform Data Analysis
- Ict Infrastructure
- Perform Escalation Procedure
- Information Confidentiality
- Handle Helpdesk Problems
- Educate On Data Confidentiality
- Ict Help Platforms
- Answer Incoming Calls
Alternative Names
- It Help Desk Advisor
- Ict Service Desk Agent
- Ict Help Desk Advisor
- It Help Desk Agent
- Ict Help Desk Agents
- Ict Helpdesk Agents
- Ict Helpdesk Agent
