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.
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.
Competences and skills
28 ESCO relationsEssential knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
product comprehension
The offered products, their functionalities, properties and legal and regulatory requirements.
Cross-sector
1 competenceorganisational structure
Framework of the different departments within the organisation, as well its people, their roles and responsibilities.
Essential skills and competences 12 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competenceskeep up to date on product knowledge
Gather the latest information on developments related to the existing or supported products, methods or techniques.
secure sensitive customer's information
Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.
use ICT hardware
Ability to use equipment such as monitor, mouse, keyboard, storage devices, printers, scanners etc to perform operations such as plugging in, starting up, shutting down, rebooting, saving files and other operations.
digital
Cross-sector
9 competencesanalyse staff capacity
Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
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.
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.
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.
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.
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.
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.
digital
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.
digital
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.
digital
Optional knowledge 5 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencesICT help platforms
The platforms for delivering help systems for operating systems.
digital
ICT market
The processes, stakeholders and the dynamics of the chain of goods and services in the ICT market sector.
digital
ICT process quality models
The quality models for ICT services which address the maturity of the processes, the adoption of recommended practices and their definition and institutionalisation that allow the organisation to reliably and sustainably produce required outcomes. It includes models in a lot of ICT areas.
digital
ICT quality policy
The quality policy of the organisation and its objectives, the acceptable level of quality and the techniques to measure it, its legal aspects and the duties of specific departments to ensure quality.
digital
Cross-sector
1 competencecall quality assurance management
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Optional skills and competences 7 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
7 competencescoach employees
Maintain and improve employees' performance by coaching individuals or groups how to optimise specific methods, skills or abilities, using adapted coaching styles and methods. Tutor newly recruited employees and assist them in the learning of new business systems.
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.
perform project management
Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific goal within a set time and budget.
research
prioritise requests
Prioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.
provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
train employees
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
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.
digital