Where an ICT help desk agent can go next
12 destinations recorded, ranked by how much of the target role an ICT help desk agent already meets. The closer to the top of Table 1, the less there is to learn.
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.
Also known as IT support technician, IT help desk agent, ICT service desk agent, ICT helpdesk agent, ICT help desk advisor, IT help desk advisor.
Technicians and associate professionals 32 skills on file 12 career moves 0 above 60% overlap Closest: ICT help desk manager, 58%
- 70% and above · short step
- 50 to 70% · real move
- Below 50% · substantial retraining
Table 1 · Within reach
Table 2 · A bigger jump
Possible, but expect real retraining rather than a sideways step.
- call centre agent 41% covered · difficulty 58.3
- live chat operator 38% covered · difficulty 63.7
- after-sales service technician 36% covered · difficulty 63.3
- customer service representative 31% covered · difficulty 71.3
- customer contact centre information clerk 30% covered · difficulty 67
- technical sales representative in office machinery and equipment 28% covered · difficulty 75
- technical sales representative in chemical products 28% covered · difficulty 75
- technical sales representative in agricultural machinery and equipment 28% covered · difficulty 75
- technical sales representative in mining and construction machinery 28% covered · difficulty 75
- technical sales representative in hardware, plumbing and heating equipment 28% covered · difficulty 75
- rental service representative in video tapes and disks 27% covered · difficulty 70.1
Table 3 · What the job itself asks for
An ICT help desk agent needs 20 required skills and areas of knowledge. These 10 are the ones fewest other jobs share, so they say the most about the work.
- provide ICT support working with computers
- prioritise requests management skills
- keep up to date on product knowledge information skills
- support ICT system users communication, collaboration and creativity
- use ICT hardware working with computers
- use ICT ticketing system working with computers
- solve ICT system problems working with computers
- ICT system user requirements information and communication technologies (icts)
- use customer relationship management software working with computers
- assist customers assisting and caring
Table 4 · Jobs that lead here
The reverse view: occupations whose skills already cover much of what an ICT help desk agent does. The figure is how much of this job each one brings.
Look up another occupation
ICT help desk agent is filed under Technicians and associate professionals, ISCO major group 3. The full index lists all ten groups.
How these figures were compiled
Overlap is how much of the target role is already part of an ICT help desk agent’s work. It is directional: the figure for the reverse move differs. Every entry above opens the full comparison for that move: what carries over, what is missing, and where to start. The full method.