ICT Help Desk Agent ICT Technicians

The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

The process intended to match user and organisation's needs with system components and services, by taking into consideration the available technologies and the techniques required to elicit and specify requirements, …

The offered products, their functionalities, properties and legal and regulatory requirements.

Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.

Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings …

Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.

Maintain an overview of all the incoming tasks in order to prioritise the tasks, plan their execution, and integrate new tasks as they present themselves.

Register, follow-up, solve and respond to customer requests, complaints and after-sales services.

Identify potential component malfunctions. Monitor, document and communicate about incidents. Deploy appropriate resources with minimal outage and deploy appropriate diagnostic tools.

Use specialised software to manage company's interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.

Utilise a specialised system to track registration, processing and resolution of issues in an organisation by assigning each of these issues a ticket, registering inputs from involved persons, tracking changes …

Gather the latest information on developments related to the existing or supported products, methods or techniques.

Prioritise incidents and requests reported by customers or clients. Respond professionaly and on time

Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.

Communicate with end users, instruct them on how to progress with tasks, use ICT support tools and methods to solve problems and identify possible side effects and provide solutions.

The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with …

The platforms for delivering help systems for operating systems.

The system, network, hardware and software applications and components, as well as devices and processes that are used in order to develop, test, deliver, monitor, control or support ICT services.

Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.

Respond to customers' inquiries and provide customers with appropriate information.

Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.

Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.

Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.