helpdesk specialist
Code 3512.2
This role has no official English translation yet; it is shown in Spanish.
The helpdesk specialist (mesa de ayuda L1) handles L1 tickets: basic diagnosis, escalation and disciplined logging. Use this Job Dictionary profile to reinforces the IT support cluster.
Essential skills
Knowledge
- API Application Programming Interface
- APIs JSON
- APIs REST
- Amazon Web Services (AWS)
- Bash
- Browser Developer Tools
- Cloud Computing
- Cloud providers (SaaS)
- Command line tools
- JEE
- JavaScript Object Notation (JSON)
- Linux
- Linux Shell Scripting Automations
- MDX
- MS SQL Server
- Microsoft Access
- Network Monitoring
- Networking
- ORM (Object Relational Mapper)
- Operating System
- PowerShell
- Quality Assurance (QA)
- Relational Databases
- SQL Data Warehouse
- Testing
- Windows
- data storage
- web application security threats
- characteristics of products
- characteristics of services
- product comprehension
- communication
- ICT networking hardware
- ICT infrastructure
- ICT security legislation
- system backup best practice
- ICT system user requirements
- database management systems
- operating systems
Skills and competences
- Azure Active Directory
- administer ICT system
- analyse ICT system
- apply company policies
- communicate with customers
- consult information sources
- create solutions to problems
- support ICT system users
- perform ICT troubleshooting
- design database backup specifications
- execute software tests
- remove computer virus or malware from a computer
- guarantee customer satisfaction
- manage keys for data protection
- identify customer's needs
- identify ICT system weaknesses
- implement anti-virus software
- interpret technical texts
- operate relational database management system
- maintain ICT server
- maintain database security
- migrate existing data
- handle helpdesk problems
- provide customer follow-up services
- provide ICT support
- perform data analysis
- solve ICT system problems
- answer incoming calls
- supervise data entry
- use databases
- use different communication channels
- use back-up and recovery tools
- utilizar servicios electrónicos
- use ICT ticketing system
- use access control software
- use customer relationship management software
- use an application-specific interface
Transversal competences
- assist customers
- meet deadlines
- educate on data confidentiality
- secure sensitive customer's information
- implement a firewall
- keep up with the latest information systems solutions
- provide technical training
- think analytically
- prioritise requests
- proteger la privacidad y la identidad en internet
- perform escalation procedure
Download the role profile
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What to assess for this role
Assess patience, script/process and first-contact metrics.
See psychometric assessmentLo que más nos preguntan
Common questions about this role when you are hiring or writing the job profile.
- What does a helpdesk specialist do?
- Practises the trade to the ad's standard: production, service or maintenance with a focus on quality and safety.
- What synonyms does the Chilean market use?
- Besides the formal title, ads use forms like mesa de ayuda L1. The dictionary indexes them so search does not fail.
- What to assess when hiring a helpdesk specialist?
- Assess patience, script/process and first-contact metrics.
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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