ICT help desk agent

Description

ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.

Theoretical Knowledge

ESSENTIALTheoretical knowledge required

ICT system user requirements product comprehension characteristics of products characteristics of services

OPTIONALAdjacent knowledge that strengthens fit

ICT help platforms information confidentiality ICT infrastructure knowledge base

Practical Skills

ESSENTIALApplied skills & competences

assist customers keep task records provide ICT support identify customer's needs use customer relationship management software use ICT ticketing system keep up to date on product knowledge create solutions to problems communicate with customers use ICT hardware support ICT system users guarantee customer satisfaction manage schedule of tasks prioritise requests solve ICT system problems provide customer follow-up services

OPTIONALOptional competences

handle helpdesk problems implement a virtual private network perform escalation procedure use e-services educate on data confidentiality perform data analysis implement anti-virus software answer incoming calls