2.2 KiB
2.2 KiB
name, description
| name | description |
|---|---|
| ict-help-desk-manager | Occupational skill for the role 'ICT help desk manager' (also: software support manager, ICT helpdesk managers, IT helpdesk manager, ICT service desk manager, ICT help desk managers, IT help desk manager). Use when the user asks for typical ICT help desk manager work such as: typical ICT help desk manager responsibilities |
Ict Help Desk Manager
ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Core workflow
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
- See references/ai-skills.md — matched external AI agent skills (per-source attribution).
Key competences (essential)
- analyse staff capacity
- characteristics of products
- characteristics of services
- communicate with customers
- create solutions to problems
- educate on data confidentiality
- forecast workload
- keep up to date on product knowledge
- manage staff
- organisational structure
- product comprehension
- provide ICT support
- secure sensitive customer's information
- supervise data entry
- use ICT hardware
Hot technologies
- Adobe Acrobat
- Adobe Creative Cloud software
- Adobe Illustrator
- Adobe InDesign
- Adobe Photoshop
- AJAX
- Amazon Redshift
- Amazon Web Services AWS software
- Ansible software
- Apache Cassandra
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca), ONET 30.3 (15-1232.00, manual nearest match). See manifest.json for licensing/attribution.*