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.
EssentialOptional
Theoretical Knowledge
Practical Skills
provide ICT supportidentify customer's needsmanage schedule of tasksassist customersprovide customer follow-up servicesuse ICT ticketing systemkeep up to date on product knowledgekeep task recordsguarantee customer satisfactionprioritise requestsuse customer relationship management softwaresolve ICT system problemssupport ICT system usersuse ICT hardwarecommunicate with customerscreate solutions to problemsimplement anti-virus softwareanswer incoming callsperform escalation procedurehandle helpdesk problemsuse e-servicesimplement a virtual private networkperform data analysiseducate on data confidentiality