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