2.3 KiB
2.3 KiB
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)
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 %