2.7 KiB
2.7 KiB
Competences — ICT help desk agent
Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9).
Essential
- assist customers (skill/competence)
- characteristics of products (knowledge)
- characteristics of services (knowledge)
- communicate with customers (skill/competence)
- create solutions to problems (skill/competence)
- guarantee customer satisfaction (skill/competence)
- ICT system user requirements (knowledge)
- identify customer's needs (skill/competence)
- keep task records (skill/competence)
- keep up to date on product knowledge (skill/competence)
- manage schedule of tasks (skill/competence)
- prioritise requests (skill/competence)
- product comprehension (knowledge)
- provide customer follow-up services (skill/competence)
- provide ICT support (skill/competence)
- solve ICT system problems (skill/competence)
- support ICT system users (skill/competence)
- use customer relationship management software (skill/competence)
- use ICT hardware (skill/competence)
- use ICT ticketing system (skill/competence)
Optional
- answer incoming calls (skill/competence)
- educate on data confidentiality (skill/competence)
- handle helpdesk problems (skill/competence)
- ICT help platforms (knowledge)
- ICT infrastructure (knowledge)
- implement a virtual private network (skill/competence)
- implement anti-virus software (skill/competence)
- information confidentiality (knowledge)
- knowledge base (knowledge)
- perform data analysis (skill/competence)
- perform escalation procedure (skill/competence)
- use e-services (skill/competence)
Market evidence (job-ad analysis, 14 ads, as of 2026-07-12)
Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
Hard skills
- desktop support — 43 %
- software installation — 43 %
- troubleshooting — 29 %
- technical support — 21 %
- asset management — 21 %
- hardware installation — 21 %
- network troubleshooting — 21 %
- hardware troubleshooting — 14 %
- imaging — 14 %
- system administration — 14 %
- security compliance — 14 %
- software configuration — 14 %
Methods
- ticketing systems — 14 %
Responsibilities
- software deployment — 21 %
- customer service — 21 %
- desktop support — 21 %
- documentation maintenance — 14 %
- end-user training — 14 %
- equipment maintenance — 14 %
- incident resolution — 14 %
- issue escalation — 14 %
- help desk support — 14 %
- ticket tracking — 14 %
- problem solving — 14 %