ICT Help Desk Manager 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.

Framework of the different departments within the organisation, as well its people, their roles and responsibilities.

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

Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

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 …

Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet …

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 …

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.

Predict and define the workload that needs to be done in a certain amount of time and the time it would take to perform related tasks.

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

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

Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.

Supervise the entry of information such as addresses or names in a data storage and retrieval system via manual keying, electronic data transfer or by scanning.

The processes, stakeholders and the dynamics of the chain of goods and services in the ICT market sector.

The quality models for ICT services which address the maturity of the processes, the adoption of recommended practices and their definition and institutionalisation that allow the organisation to reliably and …

The platforms for delivering help systems for operating systems.

The quality policy of the organisation and its objectives, the acceptable level of quality and the techniques to measure it, its legal aspects and the duties of specific departments to …

Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.

Maintain and improve employees' performance by coaching individuals or groups how to optimise specific methods, skills or abilities, using adapted coaching styles and methods. Tutor newly recruited employees and assist …

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.

Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific …

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

Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving …

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.

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