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 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.
Competences and skills
32 ESCO relationsEssential knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
4 competencescharacteristics of services
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
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.
digital
product comprehension
The offered products, their functionalities, properties and legal and regulatory requirements.
Cross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 16 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
6 competencesassist 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.
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.
identify customer's needs
Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
keep up to date on product knowledge
Gather the latest information on developments related to the existing or supported products, methods or techniques.
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.
digital
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
10 competencescommunicate 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.
keep task records
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
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.
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.
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
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.
digital
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
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 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencesICT help platforms
The platforms for delivering help systems for operating systems.
digital
ICT infrastructure
The system, network, hardware and software applications and components, as well as devices and processes that are used in order to develop, test, deliver, monitor, control or support ICT services.
digital
information confidentiality
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
digital
Cross-sector
1 competenceknowledge base
An online library that contains information about a product or service to help customers finding answers to their queries.
digital
Optional skills and competences 8 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesimplement a virtual private network
Create an encrypted connection between private networks, such as different local networks of a company, over the internet to ensure that only authorized users can access it and that the data cannot be intercepted.
digital
implement anti-virus software
Download, install and update software to prevent, detect and remove malicious software, such as computer viruses.
digital
Cross-sector
6 competencesanswer incoming calls
Respond to customers' inquiries and provide customers with appropriate information.
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.
handle helpdesk problems
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
perform data analysis
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
digital
perform escalation procedure
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
use e-services
Participate in society through the use of public and private digital services. Seek opportunities for self-empowerment and for participatory citizenship through appropriate digital technologies.
digCompdigital
- Scope note
- Includes e-commerce, e-governance, e-banking, e-health services and online payment activities.