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ict-help-desk-agent/references/tasks.md
skillfactor-pipeline 4430d5f442 feat: ict-help-desk-agent skill package v0.1.0
2026-08-14 19:10:23 +02:00

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Tasks & work activities — ICT help desk agent

Source: O*NET 30.3, occupation 15-1232.00 (Computer User Support Specialists).

Task statements

  • [Core] Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • [Core] Enter commands and observe system functioning to verify correct operations and detect errors.
  • [Core] Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • [Core] Oversee the daily performance of computer systems.
  • [Core] Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • [Core] Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • [Core] Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • [Core] Confer with staff, users, and management to establish requirements for new systems or modifications.
  • [Core] Develop training materials and procedures, or train users in the proper use of hardware or software.
  • [Core] Refer major hardware or software problems or defective products to vendors or technicians for service.
  • [Core] Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • [Core] Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
  • [Core] Inspect equipment and read order sheets to prepare for delivery to users.
  • [Supplemental] Modify and customize commercial programs for internal needs.
  • [Supplemental] Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
  • [Supplemental] Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.

Detailed work activities

  • Collaborate with others to determine design specifications or details.
  • Collaborate with others to resolve information technology issues.
  • Conduct research to gain information about products or processes.
  • Document operational activities.
  • Evaluate utility of software or hardware technologies.
  • Install computer hardware.
  • Install computer software.
  • Maintain computer hardware.
  • Modify software programs to improve performance.
  • Monitor computer system performance to ensure proper operation.
  • Participate in staffing decisions.
  • Provide recommendations to others about computer hardware.
  • Provide technical support for software maintenance or use.
  • Read documents to gather technical information.
  • Recommend changes to improve computer or information systems.
  • Resolve computer software problems.
  • Supervise information technology personnel.
  • Teach others to use computer equipment or hardware.
  • Test computer hardware performance.
  • Test software performance.
  • Train others in computer interface or software use.
  • Update knowledge about emerging industry or technology trends.