commit 4430d5f442cc2dfae68e5e0bf50d21efa8204c43 Author: skillfactor-pipeline Date: Fri Aug 14 19:10:23 2026 +0200 feat: ict-help-desk-agent skill package v0.1.0 diff --git a/PROVENANCE.md b/PROVENANCE.md new file mode 100644 index 0000000..7fb7030 --- /dev/null +++ b/PROVENANCE.md @@ -0,0 +1,31 @@ +# Data provenance — ict-help-desk-agent + +Where the content of this skill package comes from, counted by +content items (tasks, competences, tools, evidence entries, curated +knowledge). Rendered live by Gitea: + +```mermaid +%%{init: {'theme':'base','themeVariables':{'pie1':'#f9a825','pie2':'#1e88e5','pie3':'#ff355e','pie4':'#d97757','pie5':'#8e24aa','pieOuterStrokeWidth':'0px','pieSectionTextColor':'#fff'}}}%% +pie showData + title Content sources — ict-help-desk-agent + "ESCO (occupation & competences)" : 33 + "O*NET (tasks & tools)" : 297 + "Job boards (market evidence)" : 67 + "Anthropic official Claude skills" : 9 + "External AI skill packs (mapped)" : 131 +``` + +| Source | Items | Share | Files | +|---|---|---|---| +| ESCO (occupation & competences) | 33 | 6.1 % | references/profile.md, references/skills.md | +| O*NET (tasks & tools) | 297 | 55.3 % | references/tasks.md, references/tools.md | +| Job boards (market evidence) | 67 | 12.5 % | references/market.md (full report) + "Market evidence" headline sections | +| Wikipedia & AI expert curation | 0 | 0.0 % | glossary, literature, usecases, intake, quality, evals/ | +| Anthropic official Claude skills | 9 | 1.7 % | references/ai-skills.md, section "anthropics/skills" (official Claude Code skills) | +| External AI skill packs (mapped) | 131 | 24.4 % | references/ai-skills.md (per-source attribution inside) | +| Stack Exchange practitioner Q&A (CC-BY-SA) | 0 | 0.0 % | references/practitioner-qa.md (per-entry attribution inside) | + +Licensing: O*NET (USDOL/ETA, CC BY 4.0) · ESCO (© European Union) · +job-ad evidence via official APIs (JSearch/Adzuna) · Wikipedia content +paraphrased with source URLs — never copied · external AI skills are +linked, not copied (Apache-2.0/MIT/source-available, see ai-skills.md). diff --git a/SKILL.md b/SKILL.md new file mode 100644 index 0000000..0ca01e5 --- /dev/null +++ b/SKILL.md @@ -0,0 +1,61 @@ +--- +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](references/profile.md) for the occupation profile and scope. +- Consult [references/tasks.md](references/tasks.md) for the full task and activity inventory. +- Check [references/skills.md](references/skills.md) for essential vs. optional competences. +- Check [references/tools.md](references/tools.md) for the software commonly used in this role. +- See [references/ai-skills.md](references/ai-skills.md) — matched external AI agent skills (per-source attribution). + +## 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 + +--- +*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.* diff --git a/manifest.json b/manifest.json new file mode 100644 index 0000000..fd7e9b8 --- /dev/null +++ b/manifest.json @@ -0,0 +1,190 @@ +{ + "name": "ict-help-desk-agent", + "title": "ICT help desk agent", + "version": "0.1.0", + "layer": "core", + "language": "en", + "generated": "2026-07-07", + "ids": { + "esco_uri": "http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9", + "esco_code": "3512.1", + "isco_group": "3512", + "onet_soc": "15-1232.00", + "crosswalk_match": "exactMatch" + }, + "sources": [ + { + "name": "ESCO", + "version": "1.2.1", + "url": "https://esco.ec.europa.eu/" + }, + { + "name": "O*NET", + "version": "30.3", + "url": "https://www.onetcenter.org/", + "license": "CC BY 4.0" + } + ], + "attribution": "This package includes information from the O*NET Database (v30.3) by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), CC BY 4.0. skillfactor is not endorsed by USDOL/ETA. ESCO data (v1.2.1) (c) European Union, used per the ESCO download conditions: https://esco.ec.europa.eu/en/use-esco/download", + "counts": { + "tasks": 16, + "dwas": 22, + "skills_essential": 20, + "skills_optional": 12, + "software": 258 + }, + "enrichment_ai_skills": { + "generated": "2026-07-14", + "method": "deterministic mapping (ISCO prefix + title/competence keywords)", + "sources": { + "anthropics/skills": { + "repo": "https://github.com/anthropics/skills", + "commit": "f6656c1", + "license": "Apache-2.0; the document skills (docx/pdf/pptx/xlsx) are source-available \u2014 see the LICENSE.txt in the upstream skill folder", + "skills": 6 + }, + "obra/superpowers": { + "repo": "https://github.com/obra/superpowers", + "commit": "d884ae0", + "license": "MIT (c) Jesse Vincent", + "skills": 12 + }, + "wshobson/agents": { + "repo": "https://github.com/wshobson/agents", + "commit": "6fd3247", + "license": "MIT (c) Seth Hobson", + "skills": 12 + }, + "NVIDIA/skills": { + "repo": "https://github.com/NVIDIA/skills", + "commit": "153b14b", + "license": "CC-BY-4.0 (skills/docs), Apache-2.0 (code)", + "skills": 12 + }, + "mukul975/Anthropic-Cybersecurity-Skills": { + "repo": "https://github.com/mukul975/Anthropic-Cybersecurity-Skills", + "commit": "673da1f", + "license": "Apache-2.0", + "skills": 12 + }, + "basicmachines-co/basic-memory": { + "repo": "https://github.com/basicmachines-co/basic-memory", + "commit": "53da71c", + "license": "custom (see upstream LICENSE)", + "skills": 1 + }, + "davila7/claude-code-templates": { + "repo": "https://github.com/davila7/claude-code-templates", + "commit": "fa79251", + "license": "MIT", + "skills": 5 + }, + "ruvnet/claude-code-flow": { + "repo": "https://github.com/ruvnet/claude-code-flow", + "commit": "73914bd", + "license": "MIT", + "skills": 1 + }, + "ruvnet/ruflo": { + "repo": "https://github.com/ruvnet/ruflo", + "commit": "73914bd", + "license": "MIT", + "skills": 1 + }, + "jeremylongshore/claude-code-plugins-plus-skills": { + "repo": "https://github.com/jeremylongshore/claude-code-plugins-plus-skills", + "commit": "e112938a", + "license": "MIT", + "skills": 6 + }, + "kubesphere/kubesphere": { + "repo": "https://github.com/kubesphere/kubesphere", + "commit": "f72c75a", + "license": "Apache-2.0", + "skills": 1 + }, + "microsoft/skills": { + "repo": "https://github.com/microsoft/skills", + "commit": "dc543aa", + "license": "MIT", + "skills": 3 + }, + "secondsky/claude-skills": { + "repo": "https://github.com/secondsky/claude-skills", + "commit": "c4889f6", + "license": "MIT", + "skills": 1 + }, + "affaan-m/everything-claude-code": { + "repo": "https://github.com/affaan-m/everything-claude-code", + "commit": "ed38744", + "license": "MIT", + "skills": 1 + }, + "itsmostafa/aws-agent-skills": { + "repo": "https://github.com/itsmostafa/aws-agent-skills", + "commit": "4ab904a", + "license": "MIT", + "skills": 1 + }, + "davepoon/buildwithclaude": { + "repo": "https://github.com/davepoon/buildwithclaude", + "commit": "3c94e0c", + "license": "MIT", + "skills": 1 + }, + "a5c-ai/babysitter": { + "repo": "https://github.com/a5c-ai/babysitter", + "commit": "44a5d58b", + "license": "MIT", + "skills": 1 + }, + "alirezarezvani/claude-skills": { + "repo": "https://github.com/alirezarezvani/claude-skills", + "commit": "0241f43", + "license": "MIT", + "skills": 1 + }, + "jeffallan/claude-skills": { + "repo": "https://github.com/jeffallan/claude-skills", + "commit": "e8be415", + "license": "MIT", + "skills": 1 + }, + "mhattingpete/claude-skills-marketplace": { + "repo": "https://github.com/mhattingpete/claude-skills-marketplace", + "commit": "3fa16a9", + "license": "Apache-2.0", + "skills": 1 + } + }, + "total_skills": 80, + "tiers": { + "core": 51, + "adjacent": 29 + } + }, + "provenance": { + "items": { + "esco": 33, + "onet": 297, + "jobads": 67, + "wiki_ai": 0, + "anthropic": 9, + "ai_skills": 131, + "stackx": 0 + }, + "share_percent": { + "esco": 6.1, + "onet": 55.3, + "jobads": 12.5, + "wiki_ai": 0.0, + "anthropic": 1.7, + "ai_skills": 24.4, + "stackx": 0.0 + }, + "method": "content items per source category" + }, + "collar": "white", + "computer_work": true +} \ No newline at end of file diff --git a/references/ai-skills.md b/references/ai-skills.md new file mode 100644 index 0000000..5714622 --- /dev/null +++ b/references/ai-skills.md @@ -0,0 +1,258 @@ +# External AI agent skills — ict-help-desk-agent + +Proven, publicly available AI agent skills mapped to this occupation. +Nothing is copied from the sources: every entry is a name, a one-line +summary and a link to the upstream skill package. Each section names +its source repository, commit, license and retrieval date. + +**Tiers:** `core` = the skill directly exercises a top market hard +skill, tool or method (from gated job-ad evidence) or an essential +ESCO competence of this occupation; `adjacent` = +plausibly useful, secondary. Entries are capped at 12 per source +and 80 in total per occupation (core first, +strongest matches survive); everything beyond the caps is excluded +and logged in the pipeline audit trail, not in this package. + +_Matched deterministically (ISCO group + title/competence keywords, +tiered against market evidence + ESCO essentials) by +`pipeline/p5_enrich_ai_skills.py` on 2026-07-14._ + +## Source: anthropics/skills + +- Repository: [https://github.com/anthropics/skills](https://github.com/anthropics/skills) (commit `f6656c1`, retrieved 2026-07-14) +- License: Apache-2.0; the document skills (docx/pdf/pptx/xlsx) are source-available — see the LICENSE.txt in the upstream skill folder + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `docx` | adjacent | Use this skill whenever the user wants to create, read, edit, or manipulate Word documents (.docx files) or Word templates (.dotx files). Triggers include: any mention of 'Word doc', 'word document', '.docx', '.dotx', or requests to … | [source](https://github.com/anthropics/skills/tree/main/skills/docx) | +| `mcp-builder` | adjacent | Guide for creating high-quality MCP (Model Context Protocol) servers that enable LLMs to interact with external services through well-designed tools. Use when building MCP servers to integrate external APIs or services, whether in Python … | [source](https://github.com/anthropics/skills/tree/main/skills/mcp-builder) | +| `skill-creator` | adjacent | Create new skills, modify and improve existing skills, and measure skill performance. Use when users want to create a skill from scratch, edit, or optimize an existing skill, run evals to test a skill, benchmark skill performance with … | [source](https://github.com/anthropics/skills/tree/main/skills/skill-creator) | +| `pdf` | adjacent | Use this skill whenever the user wants to do anything with PDF files. This includes reading or extracting text/tables from PDFs, combining or merging multiple PDFs into one, splitting PDFs apart, rotating pages, adding watermarks, creating … | [source](https://github.com/anthropics/skills/tree/main/skills/pdf) | +| `claude-api` | adjacent | Reference for the Claude API / Anthropic SDK — model ids, pricing, params, streaming, tool use, MCP, agents, caching, token counting, model migration. TRIGGER — read BEFORE opening the target file; don't skip because it "looks like a … | [source](https://github.com/anthropics/skills/tree/main/skills/claude-api) | +| `webapp-testing` | adjacent | Toolkit for interacting with and testing local web applications using Playwright. Supports verifying frontend functionality, debugging UI behavior, capturing browser screenshots, and viewing browser logs. | [source](https://github.com/anthropics/skills/tree/main/skills/webapp-testing) | + +## Source: obra/superpowers + +- Repository: [https://github.com/obra/superpowers](https://github.com/obra/superpowers) (commit `d884ae0`, retrieved 2026-07-14) +- License: MIT (c) Jesse Vincent + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `brainstorming` | core | You MUST use this before any creative work - creating features, building components, adding functionality, or modifying behavior. Explores user intent, requirements and design before implementation. | [source](https://github.com/obra/superpowers/tree/main/skills/brainstorming) | +| `requesting-code-review` | adjacent | Use when completing tasks, implementing major features, or before merging to verify work meets requirements | [source](https://github.com/obra/superpowers/tree/main/skills/requesting-code-review) | +| `using-git-worktrees` | adjacent | Use when starting feature work that needs isolation from current workspace or before executing implementation plans - ensures an isolated workspace exists via native tools or git worktree fallback | [source](https://github.com/obra/superpowers/tree/main/skills/using-git-worktrees) | +| `writing-plans` | adjacent | Use when you have a spec or requirements for a multi-step task, before touching code | [source](https://github.com/obra/superpowers/tree/main/skills/writing-plans) | +| `dispatching-parallel-agents` | adjacent | Use when facing 2+ independent tasks that can be worked on without shared state or sequential dependencies | [source](https://github.com/obra/superpowers/tree/main/skills/dispatching-parallel-agents) | +| `receiving-code-review` | adjacent | Use when receiving code review feedback, before implementing suggestions, especially if feedback seems unclear or technically questionable - requires technical rigor and verification, not performative agreement or blind implementation | [source](https://github.com/obra/superpowers/tree/main/skills/receiving-code-review) | +| `subagent-driven-development` | adjacent | Use when executing implementation plans with independent tasks in the current session | [source](https://github.com/obra/superpowers/tree/main/skills/subagent-driven-development) | +| `executing-plans` | adjacent | Use when you have a written implementation plan to execute in a separate session with review checkpoints | [source](https://github.com/obra/superpowers/tree/main/skills/executing-plans) | +| `finishing-a-development-branch` | adjacent | Use when implementation is complete, all tests pass, and you need to decide how to integrate the work - guides completion of development work by presenting structured options for merge, PR, or cleanup | [source](https://github.com/obra/superpowers/tree/main/skills/finishing-a-development-branch) | +| `systematic-debugging` | adjacent | Use when encountering any bug, test failure, or unexpected behavior, before proposing fixes | [source](https://github.com/obra/superpowers/tree/main/skills/systematic-debugging) | +| `test-driven-development` | adjacent | Use when implementing any feature or bugfix, before writing implementation code | [source](https://github.com/obra/superpowers/tree/main/skills/test-driven-development) | +| `verification-before-completion` | adjacent | Use when about to claim work is complete, fixed, or passing, before committing or creating PRs - requires running verification commands and confirming output before making any success claims; evidence before assertions always | [source](https://github.com/obra/superpowers/tree/main/skills/verification-before-completion) | + +## Source: wshobson/agents + +- Repository: [https://github.com/wshobson/agents](https://github.com/wshobson/agents) (commit `6fd3247`, retrieved 2026-07-14) +- License: MIT (c) Seth Hobson + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `dependency-management-legacy-modernizer (agent)` | core | Refactor legacy codebases, migrate outdated frameworks, and implement gradual modernization. Handles technical debt, dependency updates, and backward compatibility. Use PROACTIVELY for legacy system updates, framework migrations, or … | [source](https://github.com/wshobson/agents/tree/main/plugins/dependency-management/agents/legacy-modernizer.md) | +| `application-performance-observability-engineer (agent)` | core | Build production-ready monitoring, logging, and tracing systems. Implements comprehensive observability strategies, SLI/SLO management, and incident response workflows. Use PROACTIVELY for monitoring infrastructure, performance … | [source](https://github.com/wshobson/agents/tree/main/plugins/application-performance/agents/observability-engineer.md) | +| `auth-implementation-patterns` | core | Master authentication and authorization patterns including JWT, OAuth2, session management, and RBAC to build secure, scalable access control systems. Use when implementing auth systems, securing APIs, or debugging security issues. | [source](https://github.com/wshobson/agents/tree/main/plugins/developer-essentials/skills/auth-implementation-patterns) | +| `code-documentation-docs-architect (agent)` | core | Creates comprehensive technical documentation from existing codebases. Analyzes architecture, design patterns, and implementation details to produce long-form technical manuals and ebooks. Use PROACTIVELY for system documentation, … | [source](https://github.com/wshobson/agents/tree/main/plugins/code-documentation/agents/docs-architect.md) | +| `multi-cloud-architecture` | core | Design multi-cloud architectures using a decision framework to select and integrate services across AWS, Azure, GCP, and OCI. Use when building multi-cloud systems, avoiding vendor lock-in, or leveraging best-of-breed services from … | [source](https://github.com/wshobson/agents/tree/main/plugins/cloud-infrastructure/skills/multi-cloud-architecture) | +| `postmortem-writing` | core | Write effective blameless postmortems with root cause analysis, timelines, and action items. Use when conducting incident reviews, writing postmortem documents, or improving incident response processes. | [source](https://github.com/wshobson/agents/tree/main/plugins/incident-response/skills/postmortem-writing) | +| `comprehensive-review-security-auditor (agent)` | core | Expert security auditor specializing in DevSecOps, comprehensive cybersecurity, and compliance frameworks. Masters vulnerability assessment, threat modeling, secure authentication (OAuth2/OIDC), OWASP standards, cloud security, and … | [source](https://github.com/wshobson/agents/tree/main/plugins/comprehensive-review/agents/security-auditor.md) | +| `deployment-validation-cloud-architect (agent)` | core | Expert cloud architect specializing in AWS/Azure/GCP/OCI multi-cloud infrastructure design, advanced IaC (Terraform/OpenTofu/CDK), FinOps cost optimization, and modern architectural patterns. Masters serverless, microservices, security, … | [source](https://github.com/wshobson/agents/tree/main/plugins/deployment-validation/agents/cloud-architect.md) | +| `terraform-module-library` | core | Build reusable Terraform modules for AWS, Azure, GCP, and OCI infrastructure following infrastructure-as-code best practices. Use when creating infrastructure modules, standardizing cloud provisioning, or implementing reusable IaC … | [source](https://github.com/wshobson/agents/tree/main/plugins/cloud-infrastructure/skills/terraform-module-library) | +| `cost-optimization` | core | Optimize cloud costs across AWS, Azure, GCP, and OCI through resource rightsizing, tagging strategies, reserved instances, and spending analysis. Use when reducing cloud expenses, analyzing infrastructure costs, or implementing cost … | [source](https://github.com/wshobson/agents/tree/main/plugins/cloud-infrastructure/skills/cost-optimization) | +| `hybrid-cloud-networking` | core | Configure secure, high-performance connectivity between on-premises infrastructure and cloud platforms using VPN and dedicated connections. Use when building hybrid cloud architectures, connecting data centers to cloud, or implementing … | [source](https://github.com/wshobson/agents/tree/main/plugins/cloud-infrastructure/skills/hybrid-cloud-networking) | +| `mtls-configuration` | adjacent | Configure mutual TLS (mTLS) for zero-trust service-to-service communication. Use when implementing zero-trust networking, certificate management, or securing internal service communication. | [source](https://github.com/wshobson/agents/tree/main/plugins/cloud-infrastructure/skills/mtls-configuration) | + +## Source: a5c-ai/babysitter + +- Repository: [https://github.com/a5c-ai/babysitter](https://github.com/a5c-ai/babysitter) (commit `44a5d58b`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `secrets-management` | core | Enterprise secrets management across platforms. Manage secrets with HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, GCP Secret Manager, and Kubernetes secrets. Configure rotation, policies, and access controls. | [source](https://github.com/a5c-ai/babysitter/tree/44a5d58b/library/specializations/devops-sre-platform/skills/secrets-management) | + +## Source: affaan-m/everything-claude-code + +- Repository: [https://github.com/affaan-m/everything-claude-code](https://github.com/affaan-m/everything-claude-code) (commit `ed38744`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `knowledge-ops` | core | Knowledge base management, ingestion, sync, and retrieval across multiple storage layers (local files, MCP memory, vector stores, Git repos). Use when the user wants to save, organize, sync, deduplicate, or search across their knowledge … | [source](https://github.com/affaan-m/everything-claude-code/tree/ed38744/skills/knowledge-ops) | + +## Source: alirezarezvani/claude-skills + +- Repository: [https://github.com/alirezarezvani/claude-skills](https://github.com/alirezarezvani/claude-skills) (commit `0241f43`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `secrets-vault-manager` | core | Use when the user asks to set up secret management infrastructure, integrate HashiCorp Vault, configure cloud secret stores (AWS Secrets Manager, Azure Key Vault, GCP Secret Manager), implement secret rotation, or audit secret access … | [source](https://github.com/alirezarezvani/claude-skills/tree/0241f43/engineering/skills/secrets-vault-manager) | + +## Source: basicmachines-co/basic-memory + +- Repository: [https://github.com/basicmachines-co/basic-memory](https://github.com/basicmachines-co/basic-memory) (commit `53da71c`, retrieved 2026-07-14) +- License: custom (see upstream LICENSE) + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `memory-tasks` | core | Task management via Basic Memory schemas: create, track, and resume structured tasks that survive context compaction. Uses BM's schema system for uniform notes queryable through the knowledge graph. | [source](https://github.com/basicmachines-co/basic-memory/tree/53da71c/skills/memory-tasks) | + +## Source: davepoon/buildwithclaude + +- Repository: [https://github.com/davepoon/buildwithclaude](https://github.com/davepoon/buildwithclaude) (commit `3c94e0c`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `ops-speedup` | core | Cross-platform, hardware-adaptive system optimizer. Auto-detects macOS / Linux / WSL / Windows (MINGW/Cygwin/MSYS2) and CPU/RAM/disk/GPU profile, then picks the right cleanup strategy. Scans reclaimable disk space, memory pressure, runaway … | [source](https://github.com/davepoon/buildwithclaude/tree/3c94e0c/plugins/claude-ops/skills/ops-speedup) | + +## Source: davila7/claude-code-templates + +- Repository: [https://github.com/davila7/claude-code-templates](https://github.com/davila7/claude-code-templates) (commit `fa79251`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `agent-memory-mcp` | core | A hybrid memory system that provides persistent, searchable knowledge management for AI agents (Architecture, Patterns, Decisions). | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/ai-research/agent-memory-mcp) | +| `google-cloud-onboarding` | core | Guides developers through their first steps on Google Cloud, covering account creation, billing setup, project management, CLI installation, and deploying a first resource. | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/development/google-cloud-onboarding) | +| `tech-resume-optimizer` | core | Optimize resumes for software engineering, product management, and technical roles. Use when the user mentions software engineer, developer, PM, data scientist, ML, DevOps, or other technical role resumes. | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/career/tech-resume-optimizer) | +| `it-operations` | core | Manages IT infrastructure, monitoring, incident response, and service reliability. Provides frameworks for ITIL service management, observability strategies, automation, backup/recovery, capacity planning, and operational excellence … | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/development/it-operations) | +| `Security Scanning Tools` | core | This skill should be used when the user asks to "perform vulnerability scanning", "scan networks for open ports", "assess web application security", "scan wireless networks", "detect malware", "check cloud security", or "evaluate system … | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/security/scanning-tools) | + +## Source: itsmostafa/aws-agent-skills + +- Repository: [https://github.com/itsmostafa/aws-agent-skills](https://github.com/itsmostafa/aws-agent-skills) (commit `4ab904a`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `cloudformation` | core | AWS CloudFormation infrastructure as code for stack management. Use when writing templates, deploying stacks, managing drift, troubleshooting deployments, or organizing infrastructure with nested stacks. | [source](https://github.com/itsmostafa/aws-agent-skills/tree/4ab904a/skills/cloudformation) | + +## Source: jeffallan/claude-skills + +- Repository: [https://github.com/jeffallan/claude-skills](https://github.com/jeffallan/claude-skills) (commit `e8be415`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `terraform-engineer` | core | Use when implementing infrastructure as code with Terraform across AWS, Azure, or GCP. Invoke for module development (create reusable modules, manage module versioning), state management (migrate backends, import existing resources, … | [source](https://github.com/jeffallan/claude-skills/tree/e8be415/skills/terraform-engineer) | + +## Source: jeremylongshore/claude-code-plugins-plus-skills + +- Repository: [https://github.com/jeremylongshore/claude-code-plugins-plus-skills](https://github.com/jeremylongshore/claude-code-plugins-plus-skills) (commit `e112938a`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `replit-debug-bundle` | core | Collect Replit diagnostic info for debugging deployments, workspace issues, and support tickets. Use when encountering persistent issues, preparing support tickets, or collecting system state for troubleshooting Replit problems. Trigger … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/replit-pack/skills/replit-debug-bundle) | +| `clickhouse-debug-bundle` | core | Collect ClickHouse diagnostic data \u2014 system tables, query logs,\ \ merge status,\nand server metrics for support tickets and troubleshooting.\nUse\ \ when investigating persistent issues, preparing debug artifacts,\nor collecting\ \ … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/clickhouse-pack/skills/clickhouse-debug-bundle) | +| `granola-debug-bundle` | core | Create diagnostic bundles for Granola support requests. Use when preparing support tickets, collecting system/audio/network info, or diagnosing complex issues that require Granola support team assistance. Trigger: "granola debug", "granola … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/granola-pack/skills/granola-debug-bundle) | +| `customerio-deploy-pipeline` | core | Deploy Customer.io integrations to production cloud platforms. Use when deploying to Cloud Run, Vercel, AWS Lambda, or Kubernetes with proper secrets management and health checks. Trigger: "deploy customer.io", "customer.io cloud run", … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/customerio-pack/skills/customerio-deploy-pipeline) | +| `snowflake-known-pitfalls` | core | Identify and avoid Snowflake anti-patterns and common mistakes in SQL, warehouse management, data loading, and access control. Use when reviewing Snowflake configurations, onboarding new users, or auditing existing Snowflake deployments … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/snowflake-pack/skills/snowflake-known-pitfalls) | +| `abridge-deploy-integration` | core | Deploy Abridge clinical AI integration to HIPAA-compliant cloud infrastructure. Use when deploying to GCP Cloud Run, AWS ECS, or Azure Container Apps with healthcare-grade secrets management and compliance controls. Trigger: "deploy … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/abridge-pack/skills/abridge-deploy-integration) | + +## Source: kubesphere/kubesphere + +- Repository: [https://github.com/kubesphere/kubesphere](https://github.com/kubesphere/kubesphere) (commit `f72c75a`, retrieved 2026-07-14) +- License: Apache-2.0 + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `kubesphere-devops-argocd` | core | Use when configuring ArgoCD in KubeSphere DevOps, including GitOps deployments, application management, SSO setup, or troubleshooting ArgoCD issues | [source](https://github.com/kubesphere/kubesphere/tree/f72c75a/skills/kubesphere-devops-argocd) | + +## Source: mhattingpete/claude-skills-marketplace + +- Repository: [https://github.com/mhattingpete/claude-skills-marketplace](https://github.com/mhattingpete/claude-skills-marketplace) (commit `3fa16a9`, retrieved 2026-07-14) +- License: Apache-2.0 + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `architecture-diagram-creator` | core | Create comprehensive HTML architecture diagrams showing data flows, business objectives, features, technical architecture, and deployment. Use when users request system architecture, project documentation, high-level overviews, or … | [source](https://github.com/mhattingpete/claude-skills-marketplace/tree/3fa16a9/visual-documentation-plugin/skills/architecture-diagram-creator) | + +## Source: microsoft/skills + +- Repository: [https://github.com/microsoft/skills](https://github.com/microsoft/skills) (commit `dc543aa`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `azure-mgmt-fabric-dotnet` | core | Azure Resource Manager SDK for Fabric in .NET. Use for MANAGEMENT PLANE operations: provisioning, scaling, suspending/resuming Microsoft Fabric capacities, checking name availability, and listing SKUs via Azure Resource Manager. Triggers: … | [source](https://github.com/microsoft/skills/tree/dc543aa/.github/plugins/azure-sdk-dotnet/skills/azure-mgmt-fabric-dotnet) | +| `azure-mgmt-apicenter-dotnet` | core | Azure API Center SDK for .NET. Centralized API inventory management with governance, versioning, and discovery. Use for creating API services, workspaces, APIs, versions, definitions, environments, deployments, and metadata schemas. … | [source](https://github.com/microsoft/skills/tree/dc543aa/.github/plugins/azure-sdk-dotnet/skills/azure-mgmt-apicenter-dotnet) | +| `azure-mgmt-applicationinsights-dotnet` | core | Azure Application Insights SDK for .NET. Application performance monitoring and observability resource management. Use for creating Application Insights components, web tests, workbooks, analytics items, and API keys. Triggers: … | [source](https://github.com/microsoft/skills/tree/dc543aa/.github/plugins/azure-sdk-dotnet/skills/azure-mgmt-applicationinsights-dotnet) | + +## Source: mukul975/Anthropic-Cybersecurity-Skills + +- Repository: [https://github.com/mukul975/Anthropic-Cybersecurity-Skills](https://github.com/mukul975/Anthropic-Cybersecurity-Skills) (commit `673da1f`, retrieved 2026-07-14) +- License: Apache-2.0 + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `implementing-ticketing-system-for-incidents` | core | Implements an integrated incident ticketing system connecting SIEM alerts to ServiceNow, Jira, or TheHive for structured incident tracking, SLA management, escalation workflows, and compliance documentation. Use when SOC teams need … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-ticketing-system-for-incidents) | +| `performing-power-grid-cybersecurity-assessment` | core | This skill covers conducting cybersecurity assessments of electric power grid infrastructure including generation facilities, transmission substations, distribution systems, and energy management system (EMS) control centers. It addresses … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/performing-power-grid-cybersecurity-assessment) | +| `deploying-osquery-for-endpoint-monitoring` | core | Deploys and configures osquery for real-time endpoint monitoring using SQL-based queries to inspect running processes, open ports, installed software, and system configuration. Use when building visibility into endpoint state, threat … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/deploying-osquery-for-endpoint-monitoring) | +| `implementing-delinea-secret-server-for-pam` | core | Implements Delinea Secret Server for privileged access management (PAM) including secret vault configuration, role-based access policies, automated password rotation, session recording, and integration with Active Directory and cloud … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-delinea-secret-server-for-pam) | +| `performing-privilege-escalation-assessment` | core | Performs privilege escalation assessments on compromised Linux and Windows systems to identify paths from low-privilege access to root or SYSTEM-level control. The tester enumerates misconfigurations, vulnerable services, kernel exploits, … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/performing-privilege-escalation-assessment) | +| `implementing-azure-defender-for-cloud` | core | Implementing Microsoft Defender for Cloud to enable cloud security posture management, workload protection across VMs, containers, databases, and storage, configure security recommendations, and set up adaptive security controls with … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-azure-defender-for-cloud) | +| `performing-privilege-escalation-on-linux` | core | Linux privilege escalation involves elevating from a low-privilege user account to root access on a compromised system. Red teams exploit misconfigurations, vulnerable services, kernel exploits, and w | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/performing-privilege-escalation-on-linux) | +| `implementing-cloud-security-posture-management` | core | Implementing Cloud Security Posture Management (CSPM) to continuously monitor multi-cloud environments for misconfigurations, compliance violations, and security risks using Prowler, ScoutSuite, AWS Security Hub, Azure Defender, and GCP … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-cloud-security-posture-management) | +| `implementing-patch-management-workflow` | core | Patch management is the systematic process of identifying, testing, deploying, and verifying software updates to remediate vulnerabilities across an organization's IT infrastructure. An effective patc | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-patch-management-workflow) | +| `performing-indicator-lifecycle-management` | core | Indicator lifecycle management tracks IOCs from initial discovery through validation, enrichment, deployment, monitoring, and eventual retirement. This skill covers implementing systematic processes f | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/performing-indicator-lifecycle-management) | +| `securing-serverless-functions` | core | This skill covers security hardening for serverless compute platforms including AWS Lambda, Azure Functions, and Google Cloud Functions. It addresses least privilege IAM roles, dependency vulnerability scanning, secrets management … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/securing-serverless-functions) | +| `analyzing-linux-audit-logs-for-intrusion` | core | Uses the Linux Audit framework (auditd) with ausearch and aureport utilities to detect intrusion attempts, unauthorized access, privilege escalation, and suspicious system activity. Covers audit rule configuration, log querying, timeline … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/analyzing-linux-audit-logs-for-intrusion) | + +## Source: ruvnet/claude-code-flow + +- Repository: [https://github.com/ruvnet/claude-code-flow](https://github.com/ruvnet/claude-code-flow) (commit `73914bd`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `memory-management` | core | AgentDB memory system with HNSW vector search. Provides 150x-12,500x faster pattern retrieval, persistent storage, and semantic search capabilities for learning and knowledge management. Use when: need to store successful patterns, … | [source](https://github.com/ruvnet/claude-code-flow/tree/73914bd/.agents/skills/memory-management) | + +## Source: ruvnet/ruflo + +- Repository: [https://github.com/ruvnet/ruflo](https://github.com/ruvnet/ruflo) (commit `73914bd`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `memory-management` | core | AgentDB memory system with HNSW vector search. Provides 150x-12,500x faster pattern retrieval, persistent storage, and semantic search capabilities for learning and knowledge management. Use when: need to store successful patterns, … | [source](https://github.com/ruvnet/ruflo/tree/73914bd/.agents/skills/memory-management) | + +## Source: secondsky/claude-skills + +- Repository: [https://github.com/secondsky/claude-skills](https://github.com/secondsky/claude-skills) (commit `c4889f6`, retrieved 2026-07-14) +- License: MIT + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `cloudflare-manager` | core | Comprehensive Cloudflare account management for deploying Workers, KV Storage, R2, Pages, DNS, and Routes. Use when deploying cloudflare services, managing worker containers, configuring KV/R2 storage, or setting up DNS/routing. Requires … | [source](https://github.com/secondsky/claude-skills/tree/c4889f6/plugins/cloudflare-manager/skills/cloudflare-manager) | + +## Source: NVIDIA/skills + +- Repository: [https://github.com/NVIDIA/skills](https://github.com/NVIDIA/skills) (commit `153b14b`, retrieved 2026-07-14) +- License: CC-BY-4.0 (skills/docs), Apache-2.0 (code) + +| Skill | Tier | What it adds | Upstream | +|---|---|---|---| +| `physical-ai-infrastructure-setup-and-resilient-scaling` | core | Use when the user wants to set up, scale, validate, or harden NVIDIA physical AI infrastructure for synthetic data generation workflows across local MicroK8s or Azure AKS, including Kubernetes clusters, inference endpoint deployment, OSMO … | [source](https://github.com/NVIDIA/skills/tree/153b14b/plugins/nvidia-skills/skills/physical-ai-infrastructure-setup-and-resilient-scaling) | +| `tao-run-on-brev` | adjacent | Brev managed GPU instances with Docker support. Use when running TAO training, evaluation, or inference on Brev GPU instances, managing Brev deployments, or dispatching TAO jobs through the Brev CLI. Trigger phrases include "run on Brev", … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/tao-run-on-brev) | +| `mcore-run-on-slurm` | adjacent | How to launch distributed Megatron-LM training jobs on a SLURM cluster. Covers a minimal sbatch skeleton, environment-variable setup for torch.distributed.run, CUDA_DEVICE_MAX_CONNECTIONS rules across hardware and parallelism modes, … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/mcore-run-on-slurm) | +| `rag-perf` | adjacent | Performance benchmarking for a deployed NVIDIA RAG Blueprint server: profiling pass + aiperf load test driven by a single YAML config. Not for accuracy / RAGAS scoring (use rag-eval) or for deploying / repairing services (use … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/rag-perf) | +| `tao-analyze-gaps-visual-changenet` | adjacent | Performs gap analysis on NVIDIA TAO VCN Classify (Visual Component Net) experiments by invoking the data-services container (`tao_toolkit.data_services` from `versions.yaml`) directly via `docker run … gap_analysis vcn_aoi …` — picks the … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/tao-analyze-gaps-visual-changenet) | +| `amc-setup-calibration-stack` | adjacent | Launch AutoMagicCalib microservice and web UI from NGC release images via Docker Compose. Use when user says 'deploy auto calibration', 'launch auto calibration', 'launch AMC', 'start MS+UI', or 'set up auto-magic-calib'. Requires NGC API … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/amc-setup-calibration-stack) | +| `cuopt-server-api-python` | adjacent | cuOpt REST server — start server, endpoints, Python/curl client examples. Use when the user is deploying or calling the REST API. | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/cuopt-server-api-python) | +| `deepstream-sop` | adjacent | Use this skill when building, deploying, evaluating, debugging, or measuring latency for the DeepStream SOP Inference Microservice — a GPU-accelerated FastAPI service that detects whether operators perform assembly-line steps in order via … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/deepstream-sop) | +| `dynamo-router-starter` | adjacent | Start or patch Dynamo router modes and run router endpoint smoke checks. Use for round-robin, KV-aware, least-loaded, or device-aware routing setup; use recipe-runner for recipe deployment and troubleshoot for failure diagnosis. | [source](https://github.com/NVIDIA/skills/tree/153b14b/plugins/nvidia-skills/skills/dynamo-router-starter) | +| `nemotron-speech` | adjacent | Routes NVIDIA Nemotron Speech (Riva) NIM tasks — deploys, runs, and tests ASR, TTS, and NMT NIMs on build.nvidia.com or self-hosted. | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/nemotron-speech) | +| `physicsnemo-discover` | adjacent | Official NVIDIA-authored guidance for navigating PhysicsNeMo — pick the model, datapipe, or example for a SciML/AI4Science task (surrogates, forecasting, downscaling, physics-informed, inverse, generative). Points at existing files via … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/physicsnemo-discover) | +| `rag-blueprint` | adjacent | NVIDIA RAG Blueprint — deploy, configure, troubleshoot, and manage. Handles any RAG action: deploy, install, start, enable, disable, toggle, change, configure, troubleshoot, debug, fix, shutdown, stop, or tear down any RAG feature or … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/rag-blueprint) | diff --git a/references/market.md b/references/market.md new file mode 100644 index 0000000..d312198 --- /dev/null +++ b/references/market.md @@ -0,0 +1,81 @@ +# Market evidence report — ict-help-desk-agent + +Source: **14 real job ads** (JSearch API, countries: us 14), extracted into the MSSQL evidence store; as of 2026-07-12. +This report contains extracted, aggregated facts only — no ad text is +reproduced (copyright / platform terms). + +## Seniority distribution + +| Seniority | Ads | Share | +|---|---|---| +| mid | 9 | 64 % | +| junior | 4 | 29 % | +| senior | 1 | 7 % | + +## Tools — full market ranking + +| # | Item | Ads | Share | +|---|---|---|---| +| 1 | Microsoft 365 | 5 | 36 % | +| 2 | Microsoft Office | 4 | 29 % | + +## Hard skills — full market ranking + +| # | Item | Ads | Share | +|---|---|---|---| +| 1 | desktop support | 6 | 43 % | +| 2 | software installation | 6 | 43 % | +| 3 | troubleshooting | 4 | 29 % | +| 4 | asset management | 3 | 21 % | +| 5 | hardware installation | 3 | 21 % | +| 6 | network troubleshooting | 3 | 21 % | +| 7 | technical support | 3 | 21 % | + +## Methods — full market ranking + +| # | Item | Ads | Share | +|---|---|---|---| + +## Responsibilities — full market ranking + +| # | Item | Ads | Share | +|---|---|---|---| +| 1 | customer service | 3 | 21 % | +| 2 | desktop support | 3 | 21 % | +| 3 | software deployment | 3 | 21 % | + +## Regional breakdown + +> **Corpus note:** 14 relevant ads in total — below the 100-ad target for a fully reliable ranking. Percentages above should be read as indicative. + +### US (us) + +**Insufficient evidence** — 14 ads (minimum for a regional ranking: 30). No ranking is reported for this region. + +### UK (gb) + +**Insufficient evidence** — 0 ads (minimum for a regional ranking: 30). No ranking is reported for this region. + +### EU/DACH (de, at, ch, nl) + +**Insufficient evidence** — 0 ads (minimum for a regional ranking: 30). No ranking is reported for this region. + + +## Job title variants in the market + +| Title | Ads | +|---|---| +| Desktop Support Technician | 2 | +| Information Technology Support Technician | 2 | +| Data Management - DC Technician II | 1 | +| Data Processing User Support Technician I, II - Farrington High | 1 | +| Helpdesk Analyst II | 1 | +| ICT Service Desk Engineer | 1 | +| Information Technology Help Desk Technician | 1 | +| IT SUPPORT TECHNICIAN — LEVEL 2 / ESCALATION (In-House, Rochester NY) | 1 | +| IT Support Technician | Legends Global Merchandise | 1 | +| Seasonal Desktop Support Technician 🏆 | 1 | +| Service Desk Technician (Level I / Level II) | 1 | +| Sr. IT Support Technician | 1 | + +Methodology: entities extracted per ad ({hard_skills, tools, methods, responsibilities, seniority}), normalized, counted as DISTINCT ads per entity; report threshold ≥ 3 ads. Headline sections in skills.md/tools.md use the stricter ≥ 20 % threshold. diff --git a/references/profile.md b/references/profile.md new file mode 100644 index 0000000..f6035b4 --- /dev/null +++ b/references/profile.md @@ -0,0 +1,23 @@ +# Occupation profile — ICT help desk agent + +- **ESCO URI:** http://data.europa.eu/esco/occupation/aaeec9a7-dc57-4485-890c-86b3eef735f9 +- **ESCO code:** 3512.1 +- **ISCO-08 group:** 3512 — Information and communications technology user support technicians +- **O*NET-SOC:** 15-1232.00 — Computer User Support Specialists (match: exactMatch) + +## Description (ESCO) + +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. + +## Definition + +nan + +## Alternative labels + +- IT support technician +- IT help desk agent +- ICT service desk agent +- ICT helpdesk agent +- ICT help desk advisor +- IT help desk advisor diff --git a/references/skills.md b/references/skills.md new file mode 100644 index 0000000..9b21d9a --- /dev/null +++ b/references/skills.md @@ -0,0 +1,82 @@ +# 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) + + + +## Market evidence (job-ad analysis, 14 ads, as of 2026-07-12) + +Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs. + +### Hard skills + +- desktop support — **43 %** +- software installation — **43 %** +- troubleshooting — **29 %** +- technical support — **21 %** +- asset management — **21 %** +- hardware installation — **21 %** +- network troubleshooting — **21 %** +- hardware troubleshooting — **14 %** +- imaging — **14 %** +- system administration — **14 %** +- security compliance — **14 %** +- software configuration — **14 %** + +### Methods + +- ticketing systems — **14 %** + +### Responsibilities + +- software deployment — **21 %** +- customer service — **21 %** +- desktop support — **21 %** +- documentation maintenance — **14 %** +- end-user training — **14 %** +- equipment maintenance — **14 %** +- incident resolution — **14 %** +- issue escalation — **14 %** +- help desk support — **14 %** +- ticket tracking — **14 %** +- problem solving — **14 %** + + diff --git a/references/tasks.md b/references/tasks.md new file mode 100644 index 0000000..e7f3778 --- /dev/null +++ b/references/tasks.md @@ -0,0 +1,47 @@ +# Tasks & work activities — ICT help desk agent + +Source: O*NET 30.3, occupation 15-1232.00 (Computer User Support Specialists). + +## Task statements + +- **[Core]** Answer user inquiries regarding computer software or hardware operation to resolve problems. +- **[Core]** Enter commands and observe system functioning to verify correct operations and detect errors. +- **[Core]** Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. +- **[Core]** Oversee the daily performance of computer systems. +- **[Core]** Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. +- **[Core]** Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. +- **[Core]** Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. +- **[Core]** Confer with staff, users, and management to establish requirements for new systems or modifications. +- **[Core]** Develop training materials and procedures, or train users in the proper use of hardware or software. +- **[Core]** Refer major hardware or software problems or defective products to vendors or technicians for service. +- **[Core]** Prepare evaluations of software or hardware, and recommend improvements or upgrades. +- **[Core]** Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software. +- **[Core]** Inspect equipment and read order sheets to prepare for delivery to users. +- **[Supplemental]** Modify and customize commercial programs for internal needs. +- **[Supplemental]** Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis. +- **[Supplemental]** Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software. + +## Detailed work activities + +- Collaborate with others to determine design specifications or details. +- Collaborate with others to resolve information technology issues. +- Conduct research to gain information about products or processes. +- Document operational activities. +- Evaluate utility of software or hardware technologies. +- Install computer hardware. +- Install computer software. +- Maintain computer hardware. +- Modify software programs to improve performance. +- Monitor computer system performance to ensure proper operation. +- Participate in staffing decisions. +- Provide recommendations to others about computer hardware. +- Provide technical support for software maintenance or use. +- Read documents to gather technical information. +- Recommend changes to improve computer or information systems. +- Resolve computer software problems. +- Supervise information technology personnel. +- Teach others to use computer equipment or hardware. +- Test computer hardware performance. +- Test software performance. +- Train others in computer interface or software use. +- Update knowledge about emerging industry or technology trends. diff --git a/references/tools.md b/references/tools.md new file mode 100644 index 0000000..8565f2c --- /dev/null +++ b/references/tools.md @@ -0,0 +1,285 @@ +# Tools & technology — ICT help desk agent + +Source: O*NET 30.3 'Software Skills' for 15-1232.00. + +| Software | Category | Hot technology | +|---|---|---| +| SAS | Analytical or scientific software | yes | +| The MathWorks MATLAB | Analytical or scientific software | yes | +| Docker | Application server software | yes | +| GitHub | Application server software | yes | +| Spring Boot | Application server software | yes | +| Tableau | Business intelligence and data analysis software | yes | +| Slack | Cloud-based data access and sharing software | yes | +| Splunk Enterprise | Cloud-based management software | yes | +| Autodesk AutoCAD | Computer aided design CAD software | yes | +| Autodesk Revit | Computer aided design CAD software | yes | +| Bentley MicroStation | Computer aided design CAD software | yes | +| Dassault Systemes SolidWorks | Computer aided design CAD software | yes | +| Chef | Configuration management software | yes | +| Puppet | Configuration management software | yes | +| Atlassian JIRA | Content workflow software | yes | +| Salesforce software | Customer relationship management CRM software | yes | +| Apache Cassandra | Data base management system software | yes | +| Apache Hadoop | Data base management system software | yes | +| Apache Hive | Data base management system software | yes | +| Elasticsearch | Data base management system software | yes | +| MongoDB | Data base management system software | yes | +| NoSQL | Data base management system software | yes | +| Oracle PL/SQL | Data base management system software | yes | +| Teradata Database | Data base management system software | yes | +| Microsoft SQL Server Reporting Services SSRS | Data base reporting software | yes | +| Amazon Redshift | Data base user interface and query software | yes | +| Amazon Web Services AWS software | Data base user interface and query software | yes | +| Microsoft Access | Data base user interface and query software | yes | +| Microsoft SQL Server | Data base user interface and query software | yes | +| MySQL | Data base user interface and query software | yes | +| Oracle Database | Data base user interface and query software | yes | +| ServiceNow | Data base user interface and query software | yes | +| Structured query language SQL | Data base user interface and query software | yes | +| Transact-SQL | Data base user interface and query software | yes | +| Yardi software | Data base user interface and query software | yes | +| Adobe InDesign | Desktop publishing software | yes | +| Apache Kafka | Development environment software | yes | +| Apache Maven | Development environment software | yes | +| C | Development environment software | yes | +| Eclipse IDE | Development environment software | yes | +| Microsoft .NET Framework | Development environment software | yes | +| Microsoft Azure software | Development environment software | yes | +| Microsoft PowerShell | Development environment software | yes | +| Microsoft Visual Basic | Development environment software | yes | +| Microsoft Visual Basic for Applications VBA | Development environment software | yes | +| Microsoft Visual Studio | Development environment software | yes | +| Ruby | Development environment software | yes | +| Adobe Acrobat | Document management software | yes | +| Microsoft SharePoint | Document management software | yes | +| Microsoft Outlook | Electronic mail software | yes | +| Extensible markup language XML | Enterprise application integration software | yes | +| Microsoft SQL Server Integration Services SSIS | Enterprise application integration software | yes | +| Oracle PeopleSoft | Enterprise resource planning ERP software | yes | +| SAP software | Enterprise resource planning ERP software | yes | +| Ansible software | Expert system software | yes | +| Apache Subversion SVN | File versioning software | yes | +| Git | File versioning software | yes | +| ESRI ArcGIS software | Geographic information system | yes | +| Adobe Creative Cloud software | Graphics or photo imaging software | yes | +| Adobe Illustrator | Graphics or photo imaging software | yes | +| Adobe Photoshop | Graphics or photo imaging software | yes | +| Trimble SketchUp Pro | Graphics or photo imaging software | yes | +| Microsoft Active Directory | Internet directory services software | yes | +| Epic Systems | Medical software | yes | +| MEDITECH software | Medical software | yes | +| C# | Object or component oriented development software | yes | +| C++ | Object or component oriented development software | yes | +| jQuery | Object or component oriented development software | yes | +| Oracle Java | Object or component oriented development software | yes | +| Perl | Object or component oriented development software | yes | +| Python | Object or component oriented development software | yes | +| Swift | Object or component oriented development software | yes | +| Hibernate ORM | Object oriented data base management software | yes | +| PostgreSQL | Object oriented data base management software | yes | +| Microsoft Office software | Office suite software | yes | +| Apple iOS | Operating system software | yes | +| Apple macOS | Operating system software | yes | +| Bash | Operating system software | yes | +| Google Android | Operating system software | yes | +| Linux | Operating system software | yes | +| Microsoft Windows | Operating system software | yes | +| Microsoft Windows Server | Operating system software | yes | +| Red Hat Enterprise Linux | Operating system software | yes | +| Shell script | Operating system software | yes | +| UNIX | Operating system software | yes | +| UNIX Shell | Operating system software | yes | +| Microsoft PowerPoint | Presentation software | yes | +| Microsoft Visio | Process mapping and design software | yes | +| JUnit | Program testing software | yes | +| Atlassian Confluence | Project management software | yes | +| Microsoft Project | Project management software | yes | +| Microsoft Teams | Project management software | yes | +| Oracle Primavera Enterprise Project Portfolio Management | Project management software | yes | +| Marketo Marketing Automation | Sales and marketing software | yes | +| Microsoft Excel | Spreadsheet software | yes | +| Cisco Webex | Video conferencing software | yes | +| Zoom | Video conferencing software | yes | +| Facebook | Web page creation and editing software | yes | +| AJAX | Web platform development software | yes | +| Apache Tomcat | Web platform development software | yes | +| Cascading style sheets CSS | Web platform development software | yes | +| Django | Web platform development software | yes | +| Google Angular | Web platform development software | yes | +| Hypertext markup language HTML | Web platform development software | yes | +| JavaScript | Web platform development software | yes | +| JavaScript Object Notation JSON | Web platform development software | yes | +| Microsoft Active Server Pages ASP | Web platform development software | yes | +| Microsoft ASP.NET | Web platform development software | yes | +| Node.js | Web platform development software | yes | +| PHP | Web platform development software | yes | +| Spring Framework | Web platform development software | yes | +| Google Docs | Word processing software | yes | +| Microsoft Word | Word processing software | yes | +| Citrix cloud computing software | Access software | | +| Mac HelpMate | Access software | | +| Fund accounting software | Accounting software | | +| Sage 50 Accounting | Accounting software | | +| Tax software | Accounting software | | +| Element management software | Administration software | | +| StataCorp Stata | Analytical or scientific software | | +| Oracle WebLogic Server | Application server software | | +| Red Hat WildFly | Application server software | | +| Password management software | Authentication server software | | +| Disaster recovery software | Backup or archival software | | +| Microsoft Volume Shadow Copy Service | Backup or archival software | | +| Symantec LiveState | Backup or archival software | | +| Veritas NetBackup | Backup or archival software | | +| IBM Cognos Impromptu | Business intelligence and data analysis software | | +| MicroStrategy | Business intelligence and data analysis software | | +| Oracle Business Intelligence Enterprise Edition | Business intelligence and data analysis software | | +| Qlik Tech QlikView | Business intelligence and data analysis software | | +| Dropbox | Cloud-based data access and sharing software | | +| Google Drive | Cloud-based data access and sharing software | | +| IBM WebSphere | Cloud-based management software | | +| SolarWinds | Cloud-based protection or security software | | +| VMware | Clustering software | | +| IBM Domino | Communications server software | | +| Dassault Systemes CATIA | Computer aided design CAD software | | +| Moodle | Computer based training software | | +| Schoology | Computer based training software | | +| Automated installation software | Configuration management software | | +| Deployment software | Configuration management software | | +| Patch management software | Configuration management software | | +| Perforce Helix software | Configuration management software | | +| Apache Pig | Data base management system software | | +| Apache Solr | Data base management system software | | +| Relational database management software | Data base management system software | | +| SAP Crystal Reports | Data base reporting software | | +| Blackboard software | Data base user interface and query software | | +| Data entry software | Data base user interface and query software | | +| Database software | Data base user interface and query software | | +| FileMaker Pro | Data base user interface and query software | | +| iPro | Data base user interface and query software | | +| Lucid IQ CMP | Data base user interface and query software | | +| Oracle JDBC | Data base user interface and query software | | +| Software asset management SAM software | Data base user interface and query software | | +| CrossTec NetOp Remote Control | Desktop communications software | | +| ParentSquare | Desktop communications software | | +| Remote control software | Desktop communications software | | +| Skype | Desktop communications software | | +| Stac Software ReachOut | Desktop communications software | | +| Symantec pcAnywhere | Desktop communications software | | +| Adobe Distiller | Desktop publishing software | | +| Microsoft Publisher | Desktop publishing software | | +| Adobe ActionScript | Development environment software | | +| Apache Ant | Development environment software | | +| Common business oriented language COBOL | Development environment software | | +| Integrated development environment IDE software | Development environment software | | +| Microsoft Visual Basic Scripting Edition VBScript | Development environment software | | +| National Instruments LabVIEW | Development environment software | | +| IBM Notes | Electronic mail software | | +| Microsoft Exchange | Electronic mail software | | +| Atlassian Bamboo | Enterprise application integration software | | +| IBM InfoSphere DataStage | Enterprise application integration software | | +| Oracle Fusion Middleware | Enterprise application integration software | | +| Microsoft Dynamics | Enterprise resource planning ERP software | | +| Microsoft Dynamics GP | Enterprise resource planning ERP software | | +| NetSuite ERP | Enterprise resource planning ERP software | | +| Oracle Fusion Applications | Enterprise resource planning ERP software | | +| Oracle Hyperion | Enterprise resource planning ERP software | | +| Oracle JD Edwards EnterpriseOne | Enterprise resource planning ERP software | | +| SAP Business Objects | Enterprise resource planning ERP software | | +| IBM Power Systems software | Enterprise system management software | | +| Desktop partitioning software | Filesystem software | | +| Symantec Norton Utilities | Filesystem software | | +| Delphi Technology | Financial analysis software | | +| Oracle E-Business Suite Financials | Financial analysis software | | +| Geographic information system GIS software | Geographic information system | | +| Salesforce Visualforce | Graphical user interface development software | | +| SmugMug Flickr | Graphics or photo imaging software | | +| Call center software | Helpdesk or call center software | | +| Help desk software | Helpdesk or call center software | | +| Human resource management software HRMS | Human resources software | | +| Oracle Taleo | Human resources software | | +| Supervisory control and data acquisition SCADA software | Industrial control software | | +| Information systems integration software | Information retrieval or search software | | +| LexisNexis | Information retrieval or search software | | +| Blink | Instant messaging software | | +| Active directory software | Internet directory services software | | +| Domain name system DNS | Internet directory services software | | +| Network directory services software | Internet directory services software | | +| Voice over internet protocol VoIP system software | Internet protocol IP multimedia subsystem software | | +| Quest Erwin Data Modeler | Metadata management software | | +| Nearpod | Multi-media educational software | | +| Seesaw | Multi-media educational software | | +| LogMeIn GoToWebinar | Network conferencing software | | +| Dartware InterMapper | Network monitoring software | | +| Nagios | Network monitoring software | | +| Wireshark | Network monitoring software | | +| Remote install server software | Network operation system software | | +| Firewall software | Network security and virtual private network VPN equipment software | | +| Virtual private networking VPN software | Network security or virtual private network VPN management software | | +| Advanced business application programming ABAP | Object or component oriented development software | | +| Apache Groovy | Object or component oriented development software | | +| Microsoft ActiveX | Object or component oriented development software | | +| Objective C | Object or component oriented development software | | +| Cisco IOS | Operating system software | | +| Event log monitor software | Operating system software | | +| Hewlett Packard HP-UX | Operating system software | | +| Job control language JCL | Operating system software | | +| KornShell | Operating system software | | +| Microsoft Windows Pre-installation Environment | Operating system software | | +| Operating system monitoring software | Operating system software | | +| Oracle Solaris | Operating system software | | +| Ubuntu | Operating system software | | +| Migration software | Platform interconnectivity software | | +| Apache HTTP Server | Portal server software | | +| Poll Everywhere | Presentation software | | +| Defect tracking software | Program testing software | | +| Hewlett Packard LoadRunner | Program testing software | | +| Personal computer diagnostic software | Program testing software | | +| Google Classroom | Project management software | | +| Unified modeling language UML | Requirements analysis and system architecture software | | +| Media storage management software | Storage networking software | | +| Encryption software | Transaction security and virus protection software | | +| McAfee | Transaction security and virus protection software | | +| NortonLifeLock cybersecurity software | Transaction security and virus protection software | | +| Virus scanning software | Transaction security and virus protection software | | +| Customer information control system CICS | Transaction server software | | +| Google Meet | Video conferencing software | | +| LogMeIn GoToMeeting | Video conferencing software | | +| Apple Final Cut Pro | Video creation and editing software | | +| Flipgrid | Video creation and editing software | | +| YouTube | Video creation and editing software | | +| Adobe Dreamweaver | Web page creation and editing software | | +| Google Sites | Web page creation and editing software | | +| Apache Struts | Web platform development software | | +| Drupal | Web platform development software | | +| Dynamic hypertext markup language DHTML | Web platform development software | | +| Enterprise JavaBeans | Web platform development software | | +| Ext JS | Web platform development software | | +| Extensible hypertext markup language XHTML | Web platform development software | | +| LAMP Stack | Web platform development software | | +| Microsoft ASP.NET Core MVC | Web platform development software | | +| Oracle JavaServer Pages JSP | Web platform development software | | +| Ruby on Rails | Web platform development software | | +| 3M Post-it App | Word processing software | | +| Microsoft OneNote | Word processing software | | + + + +## Market evidence (job-ad analysis, 14 ads, as of 2026-07-12) + +Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs. + +### Tools + +- Microsoft 365 — **36 %** +- Microsoft Office — **29 %** +- Office 365 — **14 %** +- Google Workspace — **14 %** +- Active Directory — **14 %** +- Azure — **14 %** +- VPN — **14 %** +- Windows — **14 %** +- Windows 11 — **14 %** +- ServiceNow — **14 %** + +