ISCO Occupation Group 3512.2 Ict Help Desk Manager
From Open Risk Manual
Definition
Ict Help Desk Manager: ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Essential Skills
- Characteristics Of Services
- Keep Up To Date On Product Knowledge
- Educate On Data Confidentiality
- Supervise Data Entry
- Analyse Staff Capacity
- Forecast Workload
- Organisational Structure
- Communicate With Customers
- Characteristics Of Products
- Use Ict Ticketing System
- Secure Sensitive Customer'S Information
- Provide Ict Support
- Product Comprehension
- Create Solutions To Problems
- Manage Staff
Optional Skills
- Use Customer Relationship Management Software
- Manage Schedule Of Tasks
- Ict Market
- Provide Customer Follow-Up Services
- Ict Quality Policy
- Ict Help Platforms
- Ict Process Quality Models
- Coach Employees
- Train Employees
- Perform Project Management
- Prioritise Requests
- Call Quality Assurance Management
Alternative Names
- Ict Help Desk Managers
- It Helpdesk Manager
- Ict Service Desk Manager
- Software Support Manager
- Ict Helpdesk Manager
- It Help Desk Manager
- Ict Helpdesk Managers
- Technical Support Manager
