Description
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.
EssentialOptional
Theoretical Knowledge
Practical Skills
forecast workloadprovide ICT supportmanage staffsecure sensitive customer's informationuse ICT ticketing systemsupervise data entrykeep up to date on product knowledgeuse ICT hardwarecommunicate with customersanalyse staff capacitycreate solutions to problemseducate on data confidentialitytrain employeesmanage schedule of tasksperform project managementcoach employeesprovide customer follow-up servicesprioritise requestsuse customer relationship management software