# Competences — ICT help desk agent

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9).

## Essential

- **assist customers** (skill/competence)
- **characteristics of products** (knowledge)
- **characteristics of services** (knowledge)
- **communicate with customers** (skill/competence)
- **create solutions to problems** (skill/competence)
- **guarantee customer satisfaction** (skill/competence)
- **ICT system user requirements** (knowledge)
- **identify customer's needs** (skill/competence)
- **keep task records** (skill/competence)
- **keep up to date on product knowledge** (skill/competence)
- **manage schedule of tasks** (skill/competence)
- **prioritise requests** (skill/competence)
- **product comprehension** (knowledge)
- **provide customer follow-up services** (skill/competence)
- **provide ICT support** (skill/competence)
- **solve ICT system problems** (skill/competence)
- **support ICT system users** (skill/competence)
- **use customer relationship management software** (skill/competence)
- **use ICT hardware** (skill/competence)
- **use ICT ticketing system** (skill/competence)

## Optional

- answer incoming calls (skill/competence)
- educate on data confidentiality (skill/competence)
- handle helpdesk problems (skill/competence)
- ICT help platforms (knowledge)
- ICT infrastructure (knowledge)
- implement a virtual private network (skill/competence)
- implement anti-virus software (skill/competence)
- information confidentiality (knowledge)
- knowledge base (knowledge)
- perform data analysis (skill/competence)
- perform escalation procedure (skill/competence)
- use e-services (skill/competence)
