ICT help desk manager
Code 3512.2
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.
Essential skills
Knowledge
- characteristics of products
- characteristics of services
- product comprehension
- organisational structure
Skills and competences
- Fomentar una cultura que valora la seguridad y la ética en el manejo de los datos
- Recopilar información del cliente o usuario
- communicate with customers
- create solutions to problems
- keep up to date on product knowledge
- forecast workload
- provide ICT support
- supervise data entry
- use ICT ticketing system
Transversal competences
- Prácticas éticas en la codificación y manejo de datos
- analyse staff capacity
- educate on data confidentiality
- secure sensitive customer's information
- manage staff
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences