# Competences — ICT help desk manager

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca).

## Essential

- **analyse staff capacity** (skill/competence)
- **characteristics of products** (knowledge)
- **characteristics of services** (knowledge)
- **communicate with customers** (skill/competence)
- **create solutions to problems** (skill/competence)
- **educate on data confidentiality** (skill/competence)
- **forecast workload** (skill/competence)
- **keep up to date on product knowledge** (skill/competence)
- **manage staff** (skill/competence)
- **organisational structure** (knowledge)
- **product comprehension** (knowledge)
- **provide ICT support** (skill/competence)
- **secure sensitive customer's information** (skill/competence)
- **supervise data entry** (skill/competence)
- **use ICT hardware** (skill/competence)
- **use ICT ticketing system** (skill/competence)

## Optional

- call quality assurance management (knowledge)
- coach employees (skill/competence)
- ICT help platforms (knowledge)
- ICT market (knowledge)
- ICT process quality models (knowledge)
- ICT quality policy (knowledge)
- manage schedule of tasks (skill/competence)
- perform project management (skill/competence)
- prioritise requests (skill/competence)
- provide customer follow-up services (skill/competence)
- train employees (skill/competence)
- use customer relationship management software (skill/competence)

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## 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

- incident management — **36 %**
- process improvement — **29 %**
- team leadership — **21 %**
- it support — **21 %**
- performance management — **21 %**
- performance monitoring — **14 %**
- data analysis — **14 %**
- disaster recovery — **14 %**
- problem management — **14 %**
- troubleshooting — **14 %**

### Methods

- continuous improvement — **14 %**

### Responsibilities

- team leadership — **29 %**
- team management — **14 %**
- service delivery — **14 %**
- stakeholder communication — **14 %**
- team development — **14 %**
- performance monitoring — **14 %**
- documentation maintenance — **14 %**

<!-- market-evidence -->