---
name: ict-help-desk-agent
description: "Occupational skill for the role 'ICT help desk agent' (also: IT support technician, IT help desk agent, ICT service desk agent, ICT helpdesk agent, ICT help desk advisor, IT help desk advisor). Use when the user asks for typical ICT help desk agent work such as: Answer user inquiries regarding computer software or hardware operation to resolve problems.; Enter commands and observe system functioning to verify correct operations and detect errors.; Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications."
---

# Ict Help Desk Agent

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.

## Core workflow

1. Answer user inquiries regarding computer software or hardware operation to resolve problems.
2. Enter commands and observe system functioning to verify correct operations and detect errors.
3. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
4. Oversee the daily performance of computer systems.
5. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
6. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
7. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
8. Confer with staff, users, and management to establish requirements for new systems or modifications.

## How to use this skill

- Read `references/profile.md` for the occupation profile and scope.
- Consult `references/tasks.md` for the full task and activity inventory.
- Check `references/skills.md` for essential vs. optional competences.
- Check `references/tools.md` for the software commonly used in this role.

## Key competences (essential)

- assist customers
- characteristics of products
- characteristics of services
- communicate with customers
- create solutions to problems
- guarantee customer satisfaction
- ICT system user requirements
- identify customer's needs
- keep task records
- keep up to date on product knowledge
- manage schedule of tasks
- prioritise requests
- product comprehension
- provide customer follow-up services
- provide ICT support

## Hot technologies

- SAS
- The MathWorks MATLAB
- Docker
- GitHub
- Spring Boot
- Tableau
- Slack
- Splunk Enterprise
- Autodesk AutoCAD
- Autodesk Revit

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*Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9), O*NET 30.3 (15-1232.00). See manifest.json for licensing/attribution.*
