73 lines
2.3 KiB
Markdown
73 lines
2.3 KiB
Markdown
# Competences — ICT help desk manager
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca).
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## Essential
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- **analyse staff capacity** (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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- **educate on data confidentiality** (skill/competence)
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- **forecast workload** (skill/competence)
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- **keep up to date on product knowledge** (skill/competence)
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- **manage staff** (skill/competence)
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- **organisational structure** (knowledge)
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- **product comprehension** (knowledge)
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- **provide ICT support** (skill/competence)
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- **secure sensitive customer's information** (skill/competence)
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- **supervise data entry** (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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- call quality assurance management (knowledge)
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- coach employees (skill/competence)
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- ICT help platforms (knowledge)
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- ICT market (knowledge)
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- ICT process quality models (knowledge)
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- ICT quality policy (knowledge)
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- manage schedule of tasks (skill/competence)
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- perform project management (skill/competence)
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- prioritise requests (skill/competence)
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- provide customer follow-up services (skill/competence)
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- train employees (skill/competence)
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- use customer relationship management software (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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- incident management — **36 %**
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- process improvement — **29 %**
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- team leadership — **21 %**
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- it support — **21 %**
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- performance management — **21 %**
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- performance monitoring — **14 %**
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- data analysis — **14 %**
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- disaster recovery — **14 %**
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- problem management — **14 %**
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- troubleshooting — **14 %**
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### Methods
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- continuous improvement — **14 %**
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### Responsibilities
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- team leadership — **29 %**
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- team management — **14 %**
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- service delivery — **14 %**
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- stakeholder communication — **14 %**
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- team development — **14 %**
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- performance monitoring — **14 %**
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- documentation maintenance — **14 %**
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<!-- market-evidence -->
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